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For Companies At a Glance
- Tasks: Support customers with complaints, ensuring effective solutions and outstanding service.
- Company: Join SSE, a leading energy company powering 3.9 million homes in a net zero world.
- Benefits: Enjoy flexible working, discounts on healthcare, gym memberships, and generous family entitlements.
- Why this job: Be part of a fast-paced role that makes a real impact on customer satisfaction and company reputation.
- Qualifications: Customer service experience and strong communication skills are essential; training provided.
- Other info: SSE values diversity and offers support for all applicants to ensure a positive experience.
The predicted salary is between 34749 - 40939 £ per year.
Base Location: Perth, Inveralmond House
Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available
The role
As a Networks Executive Complaints Advisor, you will be based in our Customer Contact Centre, supporting both our Customer Service and Operational teams to deliver effective solutions and outstanding service to customers who have raised a complaint. This is a fast-paced role where you will engage with customers who have escalated their concerns to our CEO, senior leaders within SSEN, and external third parties such as MPs/MSPs, the Energy Ombudsman, and Citizens Advice in both England and Scotland.
You will
- Communicate effectively with both internal and external stakeholders at all levels, providing guidance to support decision-making and uphold SSEN’s reputation.
- Manage high-level and third-party complaints, supporting customers throughout the entire Complaint Handling Process with empathy and professionalism.
- Take full ownership of assigned cases from start to finish, including contacting customers within agreed timescales, investigating their concerns, and delivering a coordinated company response.
- Ensure full compliance with GDPR by safeguarding customer data and clearly informing customers of their rights throughout the complaint process.
- Meet all required timescales and key milestones by accurately logging, updating, and managing complaints in the system.
You have
- Proven customer service experience, including effective handling of complaints.
- Strong verbal and written communication skills, with the ability to build positive relationships and engage confidently with a wide range of stakeholders.
- A willingness to learn and a proactive approach to development, as there are some technical elements that are part of the role; full training and support will be provided.
- Excellent time management and the ability to prioritise effectively along with being highly organised, adaptable, and self-motivated.
About SSEN
SSEN has a bold ambition – to be a leading energy company in a net zero world. We’re investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. SSEN Distribution, part of the wider SSE group, powers 3.9 million UK homes and businesses. Our team of more than 4,200 skilled engineers, customer service advisors and energy experts keep customers connected to a safe, reliable supply of electricity while investing in and developing the flexible networks needed for our low carbon future.
Flexible Benefits To Fit Your Life
Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact fiona.smith@sse.com / 01738 340954 to discuss how we can support you. We’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Ready to apply?
Start your online application using the Apply Now box on this page. We only accept applications made online. We’ll be in touch after the closing date to let you know if we’ll be taking your application further. If you’re offered a role with SSE, you’ll need to complete a criminality check and a credit check before you start work.
Executive Complaints Officer employer: Scottish and Southern Electricity Networks
Contact Detail:
Scottish and Southern Electricity Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Executive Complaints Officer
✨Tip Number 1
Familiarise yourself with the complaint handling process specific to the energy sector. Understanding how complaints are escalated and resolved will give you an edge in discussions during the interview.
✨Tip Number 2
Prepare examples of how you've successfully managed high-level complaints in the past. Be ready to discuss your approach, the challenges you faced, and the outcomes, as this will demonstrate your capability for the role.
✨Tip Number 3
Research SSEN's values and recent initiatives. Showing that you align with their mission and understand their commitment to customer service will help you stand out as a candidate who is genuinely interested in the company.
✨Tip Number 4
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios can help you articulate your thoughts clearly and confidently, which is crucial for engaging with stakeholders at all levels.
We think you need these skills to ace Executive Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Executive Complaints Officer position. Tailor your application to highlight relevant experience in customer service and complaint handling.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, particularly in managing complaints. Use specific examples to demonstrate your skills in communication, time management, and problem-solving.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your ability to engage with stakeholders and manage high-level complaints, showcasing your empathy and professionalism.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Scottish and Southern Electricity Networks
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Executive Complaints Officer. Familiarise yourself with the complaint handling process and be prepared to discuss how you would manage high-level complaints effectively.
✨Showcase Your Communication Skills
Since this role involves engaging with various stakeholders, practice articulating your thoughts clearly. Prepare examples that demonstrate your strong verbal and written communication skills, especially in handling complaints.
✨Demonstrate Empathy and Professionalism
Be ready to discuss how you would approach customer complaints with empathy. Share past experiences where you successfully resolved issues while maintaining professionalism, as this is crucial for the role.
✨Prepare for Technical Questions
Although full training will be provided, it’s beneficial to show a willingness to learn about the technical aspects of the role. Brush up on relevant knowledge and be prepared to discuss how you would approach learning new systems or processes.
