Complaints Specialist in Milton

Main Duties

• Resolve escalated customer complaints efficiently across multiple channels (email, phone, digital platforms).
• Take full ownership of customer issues, ensuring timely and satisfactory resolutions.
• Respond to online reviews with professional, customer-focused messages.
• Promote digital self-service options and assist with outstanding balance collection.
• Identify and support customers in financial difficulty, agreeing suitable payment arrangements.
• Maintain accurate records and update CRM systems promptly.
• Ensure compliance with regulatory standards, GDPR, and internal quality processes.
• Collaborate with management to improve customer processes and training materials.
• Provide feedback to stakeholders to drive continuous improvement.
• Contribute to a positive team culture and support change initiatives.

Expectations & Success Measures

• Meet monthly productivity and performance targets.
• Deliver high-quality customer interactions aligned with company standards.
• Achieve objectives agreed with the line manager.
• Maintain strong relationships with internal teams and external partners.

Experience Required

• Significant experience in a high-volume B2B customer service role.
• Collections experience preferred (not essential).
• Knowledge of utilities industry preferred (not essential).
• Strong understanding of B2B customer care processes and regulatory requirements.
• Familiarity with CRM systems and Microsoft Office.
• Knowledge of data protection and compliance.

Skills

• Excellent problem-solving and communication skills.
• Self-motivated with strong workload management.
• Team-oriented, detail-focused, and organised.
• Resilient and adaptable in a fast-paced environment.