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- Tasks: Investigate and resolve customer complaints while supporting the wider Operations Team.
- Company: Dynamic company focused on delivering first-class customer service.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Why this job: Make a real difference by ensuring customers feel heard and valued.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Join a supportive team with a focus on continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
Main Purpose of the Role
Our goal is to deliver a first‑class service to our customers throughout the customer journey. The Operations Team is responsible for dealing with customers effectively and efficiently, managing expectations appropriately, and achieving positive customer outcomes. The Complaints Specialist plays a critical role in investigating, resolving, and reporting on customer complaints, ensuring that all cases are handled fairly, consistently, and in line with company procedures and regulatory requirements. The role requires the individual to spend the majority of their time performing specialist complaints activity, while also supporting the wider Operations Team by completing Customer Services Representative duties for part of their working time, helping to ensure service continuity and a seamless customer experience.
Key Responsibilities
- The Complaints Specialist will investigate customer complaints thoroughly, gathering information from customers, internal teams, suppliers, and systems to establish root cause.
- They will communicate with customers via phone, email, and written correspondence in a calm, empathetic, and professional manner.
- Resolve complaints by identifying fair, proportionate, and compliant outcomes in line with company procedures and regulatory expectations, including Treating Customers Fairly principles.
- Manage complaints within required timescales while keeping customers informed throughout the process.
- The role requires accurate documentation of all complaint activity, decisions, and outcomes, maintaining complete and confidential records.
- The Complaints Specialist will liaise with internal stakeholders, including senior management and operational teams, and engage with external bodies such as the Energy Ombudsman Service where required.
- They will review and respond to customer feedback received through online review platforms including Trustpilot and Google Reviews.
- Produce insight and reporting on complaint trends, root causes, and potential process gaps.
- Identify opportunities for service, process, product, or training improvements, supporting implementation where appropriate.
Customer Services Responsibilities
In addition, the role includes Customer Services responsibilities, supporting the wider team by handling customer and client enquiries across phone, email, webchat, and social media channels in a professional and timely manner.
Complaints Specialist in Baildon employer: Switch2 Energy Limited
Contact Detail:
Switch2 Energy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist in Baildon
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or family can help you nail those tricky questions. Focus on showcasing your problem-solving skills and how you handle customer complaints effectively.
✨Tip Number 3
Be proactive! If you see a company you love, don’t wait for them to post a job. Reach out directly and express your interest. Show them why you’d be a great fit for their team!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from passionate candidates who want to make a difference in customer service.
We think you need these skills to ace Complaints Specialist in Baildon
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Specialist role. Highlight your experience in handling customer complaints and any relevant skills that align with our goal of delivering first-class service.
Showcase Your Communication Skills: Since you'll be communicating with customers in various ways, it's essential to demonstrate your strong written and verbal communication skills. Use clear, professional language in your application to reflect how you would interact with our customers.
Emphasise Problem-Solving Abilities: We want to see how you approach resolving complaints. Share specific examples in your application where you've successfully identified root causes and implemented solutions, showcasing your ability to manage complaints effectively.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. This way, we can easily track your application and ensure it reaches the right people in our team.
How to prepare for a job interview at Switch2 Energy Limited
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their values, mission, and the specific services they offer. This will help you align your answers with what they stand for and show that you're genuinely interested in being part of their team.
✨Prepare for Common Scenarios
As a Complaints Specialist, you'll need to handle various customer scenarios. Think about past experiences where you've resolved complaints or dealt with difficult customers. Prepare specific examples that highlight your problem-solving skills and ability to remain calm under pressure.
✨Practice Empathy and Communication
Since the role requires communicating with customers in a calm and professional manner, practice your empathetic communication skills. Role-play with a friend or family member to get comfortable with addressing customer concerns and providing solutions while maintaining a positive tone.
✨Showcase Your Analytical Skills
The job involves investigating complaints and identifying root causes. Be ready to discuss how you approach problem-solving and analysis. Bring examples of how you've used data or feedback to improve processes or outcomes in previous roles, as this will demonstrate your ability to contribute to the company's goals.