At a Glance
- Tasks: Resolve customer complaints and provide support to colleagues for excellent service.
- Company: Join a leading utility company committed to innovation and sustainability.
- Benefits: Competitive salary, annual bonus, private healthcare, and generous leave.
- Other info: Dynamic team environment with opportunities for professional growth.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Degree level education and experience in complaint management required.
The predicted salary is between 29700 - 36300 £ per year.
As a Complaints Case Manager, you will take ownership and work to resolve complaints that have reached level 2 in the complaints process, and provide MP, CEO and Consumer bodies with a satisfactory resolution of the customer complaint.
The role will give support and guidance to other customer colleagues to resolve customer complaints and deliver excellent customer service in a cost-effective way whilst ensuring regulatory standards are achieved.
What you'll be doing
- Acting as the principal day to day contact with Ombudsman, CEO, MP's and other consumer bodies regarding customer complaints and taking responsibility for producing responses to investigations, and negotiating to a successful resolution within regulatory targets;
- Working with the CEO office and business areas to ensure complaints are thoroughly investigated and the information provided is factually correct, timely and of a high standard to ensure 1st time resolution;
- Mentoring case owners to deliver comprehensive and substantive complaint responses first time every time;
- Dealing with Customer escalations as they arise, in accordance with our internal Customer Complaints Process and supporting the management of the floor as point of contact with the Team Leaders when required;
- Providing excellent channel appropriate complaint responses to meet the customer's demand, by balancing the customer and business needs;
- Adhering to all regulations, policies, and guidelines around handling customer complaints, ensuring that ENW retains a faultless approach to regulatory compliance, promoting this value across Customer and the wider operation;
- Identifying business process improvements and working with business areas to implement these to reduce further complaints and create a culture of continuous improvement;
- Supporting Customer Colleagues with expert advice on company policies and technical knowledge on any complaint case at any stage in the process.
Sharing knowledge across all Customer Colleagues to ensure the complaints process is being followed correctly;
- Working with the Team Leaders to support the increase in 24hr resolution and reduction in over 31 days and ensuring no repeat complaints;
- As part of the COP604, working as part of the team to take the lead during operational incidents on managing the increased volumes of incident complaints to co-ordinate case resolutions in a timely manner;
- Supporting the weekend Duty Manager rota.
Experience in complaint management - Excellent communications, influencing and high on emotional Intelligence
- Good decision making based on company policies with the ability to balance the emotive subjects making the tight decisions
- Ability to manage own workload and work on own initiatives to strict deadlines
- Knowledge of industry and regulatory rules;
- Educated to degree level.
SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West.
Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth.
We're one of six distribution network operators in the UK and are regulated by Ofgem.
We're proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry's most difficult challenges.
Now part of the Iberdrola and Scottish Power group, we're collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.
What we're offering: As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team.
We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:
- An annual bonus scheme
- 25 days annual leave increasing with length of service
- Salary sacrifice car scheme
- Private Healthcare
- An employee rewards portal offering discounts on several well-known brands
- A market-leading contributory pension scheme
- Employee assistance programme
- Opportunity for professional development through our L&D function.
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Customer Case Manager employer: SP Electricity North West
SP Electricity North West is an exceptional employer, offering a dynamic work environment where safety and development are at the forefront of our mission. With a strong commitment to employee growth, we provide comprehensive training opportunities and a collaborative culture that values innovation and teamwork. Located in a region rich with community spirit, our team enjoys not only competitive benefits but also the chance to make a meaningful impact on the safety and competence of our workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Case Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SP Electricity North West. 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 SP Electricity North West 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 Customer Case Manager
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 SP Electricity North West:Your cover letter is your chance to shine! Tell us why you want to work at SP Electricity North West 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 SP Electricity North West!
How to prepare for a job interview at SP Electricity North West
✨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.
