At a Glance
- Tasks: Manage and resolve customer complaints, ensuring positive outcomes and maintaining brand integrity.
- Company: Join Love Business, a leading energy consultancy with a fun and supportive culture.
- Benefits: Enjoy a competitive salary, hybrid working, healthcare, and 25 days holiday plus more.
- Other info: Be part of a dynamic team with exciting social events and career growth opportunities.
- Why this job: Make a real difference in customer experiences while developing your skills in a growing business.
- Qualifications: Experience in customer service or complaints handling, strong communication, and problem-solving skills.
The predicted salary is between 27842 - 27842 £ per year.
Bolton/Hybrid 37.5 hours per week (Monday-Friday) Salary: £27,842
Looking for your next step in customer experience? If you’re passionate about helping customers, enjoy solving problems and have experience handling complaints, we’d love to hear from you. We’re looking for a professional and organised First Line Complaints Handler who can build trust, investigate concerns fairly and deliver positive outcomes for our customers. You’ll play an important role in protecting our brand, improving customer experiences and helping us continue to provide the high standards of service we’re known for. This is a fantastic opportunity to join a growing business where your communication skills, attention to detail and ability to make a difference will be valued. You’ll have the support, tools and environment to develop your skills while being part of a team that genuinely cares about doing the right thing for customers.
A Bit About The Role
As a First Line Complaints Handler, you’ll be responsible for managing customer complaints at the first stage of our complaints process. You’ll work closely with customers, internal teams and suppliers to investigate concerns, understand what has happened and provide fair resolutions. You’ll handle a variety of complaints, including customer contacts and online reviews, ensuring each case is investigated thoroughly, independently and in line with our complaint policies and service level agreements.
- Managing first-stage complaints and lower-risk complaints, aiming to resolve issues before they progress further through the complaints process
- Investigating complaints fairly by reviewing information, gathering evidence and working with relevant teams and suppliers
- Identifying where errors may have occurred and considering appropriate resolutions or redress based on customer impact
- Communicating investigation outcomes clearly and professionally with customers
- Working towards resolving complaints within the required timescales
- Providing feedback to the wider business where improvements can be made to processes or customer journeys
No two complaints are the same, making this a varied role where your ability to listen, investigate and find solutions will help you succeed. This role provides the opportunity to build your customer experience, communication and problem-solving skills while gaining valuable experience within a growing business.
A Bit About You
We’re looking for someone who enjoys helping people, can confidently manage conversations and can remain calm and professional when handling challenging situations. You’ll ideally have previous experience in complaints handling, customer service, contact centre or another customer-facing environment where you’ve developed strong communication and problem-solving skills.
- Experienced in handling customer complaints (escalated complaint experience is an advantage)
- Confident investigating issues and making fair, balanced decisions
- Highly organised with excellent attention to detail
- Comfortable managing multiple cases and working to deadlines
- Able to understand and follow policies, processes and procedures
- Confident communicating with customers, stakeholders and suppliers
- Skilled at explaining outcomes and solutions clearly
- Comfortable using systems including Excel, Word and Outlook, with the ability to quickly learn new platforms
- Adaptable, positive and eager to learn
- A supportive team player who can work well under pressure
Experience within energy, utilities or B2B services would be an advantage, but we’re most interested in your ability to communicate, investigate and deliver excellent customer service.
A Bit About Us
Love Business are one of the UK’s leading brands in helping businesses get the right deals for their Energy, Water, Connectivity & Payments, all in one place. We have been helping business for nearly 15 years now, and have close relationships with over 23 suppliers.
Why Join LOVE?
Our Teammates are the heart and soul of our business, and every single person has an important part to play in driving our success. We firmly believe that happy Teammates result in happy customers, so we like to have a little fun along the way. We value the time of our Teammates and know it’s important to create a balance between work and home life. You’ll work Monday-Friday with no weekends or late evenings, spending 3 days in the office and 2 days working from home. Our social calendar is loaded with awards days, incentives and activities to keep recognition front of mind and bring our teams together.
What you'll get
- £27,842 salary
- Hybrid working – 3 days in the office and 2 days from home
- Full training and ongoing support
- Opportunities to develop your skills and grow within the business
- Healthcare package
- 25 days holiday, with an additional day for every year of service, capped at 28 days
- Exciting social events including themed celebrations and parties, charity functions and conferences
- Sociable working hours – Monday to Friday with no weekends or late evenings
- A secure future through our Pension plan
- Refer a Friend Scheme rewarding up to £1,000
- On-site gym
If you’re ready to join a successful, award-winning energy consultancy where you can make a real difference to customers and grow your career, don’t hold back! Get in touch!
We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.
First Line Complaints Handler in Bolton employer: Love Energy Savings
Love Business is an exceptional employer, offering a vibrant work culture in Bolton where team collaboration and individual growth are prioritised. With competitive salaries, uncapped earnings potential, and a commitment to employee development, you will thrive in a supportive environment that values your contributions and encourages you to reach your full potential.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Complaints Handler in Bolton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Love Energy Savings. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Love Energy Savings before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Complaints Handler in Bolton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Love Energy Savings:Your cover letter is your chance to shine! Tell us why you want to work at Love Energy Savings specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Love Energy Savings!
How to prepare for a job interview at Love Energy Savings
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
