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For Companies At a Glance
- Tasks: Handle customer complaints with empathy and professionalism in a fast-paced environment.
- Company: Join SSE, a leading energy company committed to a net zero future.
- Benefits: Enjoy flexible working, discounts on healthcare, gym memberships, and generous family entitlements.
- Why this job: Make a real impact by supporting customers and enhancing their experience with our services.
- Qualifications: Customer service experience and strong communication skills are essential; training provided.
- Other info: SSE values diversity and offers support for all applicants.
The predicted salary is between 29700 - 36700 £ 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 Firstoptions 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 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 SSE
SSE 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.
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Executive Complaints Officer employer: SSE PLC
Contact Detail:
SSE PLC 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, especially in the energy sector. Understanding how complaints are escalated and resolved will give you an edge during interviews.
✨Tip Number 2
Practice your communication skills by engaging in role-play scenarios. This will help you articulate your thoughts clearly and confidently when discussing how to handle customer complaints.
✨Tip Number 3
Research SSE's values and recent initiatives, particularly around customer service and complaint resolution. Being able to discuss these in your interview will show your genuine interest in the company.
✨Tip Number 4
Network with current or former employees of SSE on platforms like LinkedIn. They can provide insights into the company culture and expectations for the Executive Complaints Officer role.
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 experiences that align with these expectations.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your customer service experience, particularly in handling 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 manage high-level complaints and your commitment to providing excellent customer service. Make sure to mention your adaptability and willingness to learn.
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 SSE PLC
✨Understand the Role
Make sure you thoroughly understand the responsibilities of an Executive Complaints Officer. Familiarise yourself with the complaint handling process and the importance of effective communication with both internal and external stakeholders.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you successfully handled complaints. Highlight your ability to empathise with customers and provide effective solutions, as this is crucial for the role.
✨Demonstrate Strong Communication Abilities
Practice articulating your thoughts clearly and confidently. Be ready to discuss how you would engage with various stakeholders, including senior leaders and external parties, to resolve complaints effectively.
✨Emphasise Time Management and Organisation
Be prepared to discuss how you prioritise tasks and manage your time effectively. Provide examples of how you've successfully met deadlines in previous roles, as this will be key in managing high-level complaints.
