Customer Resolution Manager

We are looking for a Customer Resolution Manager to join our Complaint Handling team supporting our UK Solutions business. This is a 12 month fixed term contract and will based at our Kingswinford site (DY6 8BN) with the opportunity for Hybrid working. The salary for this role is £22,176 with the opportunity to progress to a maximum of £28,254 through training and experience

As a Customer Resolution Manager, you will be working as part of a team of complaint handlers supporting our UK Solutions business, working effectively towards resolving our customers complaints through direct and indirect customer contact. We put our customers at the heart of everything we do to ensure we reach a timely and fair resolution. If something doesn’t feel right for our customer, challenge and ask why.

Our UK Solutions business is at the forefront of our energy transition to net zero. You will be speaking to a variety of customers who are interested in, in the process of, or who have already purchased one of our eco-friendly products. That could be anything from a new boiler to solar panels, air source heat pumps or an Electric Vehicle charge point.

We’ll be reviewing applications and inviting successful candidates to interview on an ongoing basis, so please apply today to ensure you’re considered!

Other responsibilities inlcude -

• Manage customer complaints, offer quality resolutions, and investigate to highlight root causes of complaints.

• Review all enquiries received and offer advice/ support to colleagues across the business if required.

• Work towards regaining a customer’s trust by being impartial and fair. Be a champion and example of the E.ON brand

• Be focussed on the customer outcome and apply a consistent approach to each complaint and treat each customer fairly.

• Provide feedback to colleagues across the business to be better able to resolve complaints in the future.

• Attend and contribute to stakeholder calls and escalate issues that are preventing good solutions quickly.

• Implement and see-through decisions that the Energy Ombudsman has made.

• Passionate about excellent service standards.

• Be genuinely helpful (make it easy, be considerate, have trust, be genuine, be the expert, keep your promises and be fair and reasonable).

• Effective verbal and written communication skills.

• Excellent listening and questioning ability.

• Accuracy, attention to detail and the ability to analyse cases and identify solutions.

• Proven ability in negotiating and influencing.

• Decision making taking all aspects into account showing empathy in sensitive situations.

• Ability to communicate effectively and build rapport with customers from all walks of life.

• Excellent organisational skills and a proven track record of working using your own initiative with the ability to prioritise workload.

• PC skills and working knowledge of Excel and Word.

  
  

Desirable:

• Previous experience managing complaints.

• A good understanding of Regulatory obligations to our customers.

• Demonstratable ability of building effective working relationships with external parties.

Our market-leading benefits package includes 26 days holiday + bank holidays, a generous pension scheme, life cover, bonus and the chance to choose from 20 flexible benefits with tax and/or NI savings. In fact, our benefits package recently won the Personnel Today Reward, Recognition and Benefits Award 2022!

As the only energy company to feature in The Inclusive Top 50 UK Employers (our 2022/23 ranking is 15th) we’ve proven that we’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

We realise the best people bring their energy at different times, so we’re happy to talk flexible working and offer a range of flexible working options, including full time, part time and job share.

As a Disability Confident Employer we interview every disabled applicant who meet the minimum criteria for the role.

We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.