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- Tasks: Manage and resolve customer complaints while ensuring excellent service delivery.
- Company: Join SSE, a leader in energy transition and infrastructure development.
- Benefits: Competitive salary, flexible working, health perks, and family support.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer satisfaction and contribute to a sustainable future.
- Qualifications: Strong communication skills and experience in customer service or complaints resolution.
The predicted salary is between 34749 - 40939 £ per year.
Base Location: For this role, we require successful applicants to be based from one of our Scottish locations and you'll be expected to spend 50% of your working week in the office – Perth, Aberdeen, or Inverness.
Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: 12 Month Fixed Term Contract | Full Time | Flexible First options available.
The role: At SSEN Transmission, we’re dedicated to delivering exceptional service to the communities we serve. That’s why we’re recruiting Complaints Coordinators to play a key role in our newly established Complaints Resolution Team. You’ll be responsible for recording, managing, and responding to complaints, compliments, and feedback related to our Transmission business, ensuring they are handled efficiently and in line with our new Complaints Process and KPIs. You will also work closely with internal stakeholders and subject matter experts to ensure timely and effective complaint resolution. If you thrive in a fast-paced environment, enjoy problem solving, and take pride in delivering outstanding customer service, this could be the role for you.
You will:
- Own and manage complaints, compliments, and feedback from receipt to resolution, ensuring a clear and structured approach while maintaining accurate records in the complaints database.
- Escalate high-value or complex complaints to the appropriate teams, ensuring compliance with response timelines and internal KPIs.
- Work closely with project teams, delivery teams, and key stakeholders to investigate, coordinate, and resolve complaints efficiently.
- Identify complaint trends, provide root cause analysis, and contribute to process improvements that enhance customer and stakeholder satisfaction.
- Ensure all responses are clear, professional, and aligned with best practices in complaint resolution, maintaining our reputation for customer service excellence.
You have:
- Excellent written and verbal communication abilities to engage effectively with both internal and external stakeholders.
- Previous experience in a customer-facing, stakeholder engagement, or complaints resolution role, ideally within a regulated environment.
- Ability to analyse complaints, identify root causes, and work towards fair and effective solutions.
- Strong organisational skills to manage multiple complaints at various stages while maintaining accuracy and meeting deadlines.
- Confidence in engaging with different teams to ensure timely responses and proactive resolution of complaints.
About SSE: SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030. SSEN Transmission own and operate the electricity transmission network across the north of Scotland. We transport energy from where it is generated to where it is needed, ensuring a safe and reliable electricity supply for the communities we serve. But that's not all – we're upgrading the grid to deliver cleaner, homegrown energy for the future and building a network for net zero to create secure power for generations to come.
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. 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.
Complaints Coordinator in Aberdeen employer: Ssen Transmission
Contact Detail:
Ssen Transmission Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Coordinator in Aberdeen
✨Tip Number 1
Get to know the company! Research SSEN Transmission and their values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Complaints Coordinator, you'll need to engage with various stakeholders. Try role-playing scenarios with friends or family to boost your confidence in handling complaints effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team at SSEN Transmission. Don’t miss out!
We think you need these skills to ace Complaints Coordinator in Aberdeen
Some tips for your application 🫡
Show Off Your Communication Skills: Since this role is all about managing complaints and engaging with stakeholders, make sure your written application highlights your excellent communication abilities. Use clear and professional language to demonstrate how you can effectively convey information.
Tailor Your Experience: We want to see how your previous experience aligns with the Complaints Coordinator role. Be specific about your past roles in customer service or complaints resolution, and share examples that showcase your problem-solving skills and ability to handle complex situations.
Be Organised and Detail-Oriented: This job requires strong organisational skills, so make sure your application reflects that. Use bullet points or structured formats to present your qualifications and experiences clearly, showing us that you can manage multiple complaints efficiently.
Apply Through Our Website: Don’t forget to apply through our website! It’s the only way we accept applications, and it ensures your details are processed correctly. Plus, it gives you a chance to explore more about us and what we stand for before you hit 'submit'.
How to prepare for a job interview at Ssen Transmission
✨Know the Complaints Process Inside Out
Before your interview, make sure you understand the complaints process mentioned in the job description. Familiarise yourself with how complaints are recorded, managed, and resolved. This will show that you're proactive and ready to hit the ground running.
✨Showcase Your Communication Skills
Since excellent written and verbal communication is key for this role, prepare examples of how you've effectively engaged with stakeholders in the past. Think about specific situations where your communication made a difference in resolving complaints or issues.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've tackled complex complaints or challenges before. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to find fair solutions.
✨Research SSEN Transmission and Its Values
Take some time to learn about SSEN Transmission's mission and values, especially their commitment to customer service excellence. This will help you align your answers with their goals and demonstrate your genuine interest in the company and the role.