Customer Care Executive 6 Month Fixed Term Contract - Stoney Stanton, Leicestershire

Customer Care Executive (6 month fixed term contract) - Stoney Stanton, Leicestershire 

£22,000 - £25,500 With Excellent Benefits

This is a hybrid role working 3 days a week at Stoney Stanton and 2 days from home

Creating a better world, a better company, and a more fulfilling future…

The Customer Experience team at Calor Gas are looking to recruit an engaging and proactive Customer Care Executive. This role is a 6 month fixed term contract but may be extended. 

Assisting in ensuring the effective and timely coordination and monitoring of all complaints requiring investigation and response.

The role requires continual provision of advice, guidance, and support managers across all Divisions together with regular provision of complaint related information and data for Divisional and Board reporting purposes.

Working daily and at all times in close consultation with Service Managers, Personal Data, Legal and Compliance team colleagues; reporting directly to the Customer Care Team Leader 

Key responsibilities will include:

• Day-to-day administration of any new complaints received centrally
• Monitoring and accurately recording of all complaints received, ensuring that investigation/response deadlines are adhered to; requesting regular updates from management together with a copy of the complaint response for file and case closure.
• Answering / making calls from those wishing to make a complaint, many of whom are often upset and angry with aspects of the service provided, offering suitable reassurance, support and information on how to make a formal complaint. 
• Issuing timely responses to complainants whilst maintaining deadlines, requesting consent when required and gathering of all evidence required to review the case.
• Assist in the annual and ongoing review of the Complaint policy, forms, letters.
• Communicate with staff to gain information for complaint investigation and to convey investigation results. 
• Receive, document and respond to complaints according to company requirements and policies
• Create and issue routine site reports on the status of complaints

As such we would like you to have/be:

• Educated to A Level standard
• Experience handling complaints or compliance issues
• Proficient in using all Microsoft Office programs
• Previous Customer Service Experience would be an advantage
• Ability to work towards deadlines
• Strong administration skills and ability

In return, we offer:

• 25 days annual leave
• Holiday Purchase Scheme
• Private medical insurance
• Company pension scheme
• Discounts/Cashback/Offers from major retailers

To be considered for the above opportunity you must be eligible to live and work in UK.