Energy Complaints Manager

Are you passionate about providing customer centric service?

Are you ready to elevate your career?

If so, we want to hear from you. Due to continued growth, we are looking to recruit an organised and detail orientated Complaints Manager to join our team.

What’s in it for you?

At Tritility, we're committed to rewarding hard work and dedication, offering a secure and supportive work culture where your achievements are valued and celebrated. We provide comprehensive training and continuous career progression opportunities.

On top of this, you can look forward to the following benefits:

• Competitive salary – £24,000 - £30,000 DOE

• Up to 23 days annual leave + Bank Holidays.

• Gifted annual leave over the festive period.

• An extra day off on your birthday.

• Buy and sell annual leave.

• Private Health Insurance.

• £600/year cashback for routine optical and dental costs.

• Fully funded gym membership.

• 24/7 Employee Assistance Programme.

• Financial advice.

• Cycle to work scheme.

• Take a paid day off to volunteer for any charity of your choice

• Fully expensed social events including nights out and corporate hospitality.

• Relaxed working environment.

• Fully comprehensive training and support to coincide with your personal and professional development.

• Work anniversary & birthday gifts.

• Weekly recognition in our Employee Appreciation Fridays.

• Dress-down Fridays with 3pm early finish.

• Free parking.

About us

We are a multi-award-winning business energy consultancy working with the UK’s leading energy suppliers to help businesses save money on their utilities and reduce their environmental impact. Since 2019, we've welcomed over 120 employees, and we're eager to add passionate talent like you to our growing team.

About the Role

We have a brilliant opportunity for you to become a vital part of our client services team reporting directly to our Head of Client Services. 

This newly established position will ensure the end-to-end life cycle of complaints are managed and resolved within the key SLA’s. Focusing on ensuring the delivery of our customer promise through effective and customer-centric complaint resolution.

This will be a varied and challenging role that offers the chance to make an immediate impact, and we’re looking for a candidate who’s not afraid to roll up their sleeves and drive positive action across the business.

You will:

• Investigate and respond to complaints to bring about mutual resolution, including liaising with clients, suppliers and other departments within the business.
• Ensure compliance with OFGEM and RECCo regulations.
• Manage referrals to the Energy Ombudsman, following our signposting and deadlock procedures as appropriate.
• Respond to any complaints referred to the Energy Ombudsman and implementing any resolutions required.
• Provide feedback to business stakeholders on complaints, conducting root cause analysis and giving recommendations to avoid recurrence.
• Drive a culture of seeing complaints as a positive way to learn about what our customers expect. Making every complaint both a learning opportunity and a chance to restore the faith of and relationship with our client.

If you like going home each day knowing that you have provided a first-class service, you’ll do that here, working for one of the top 5 consultancies in the UK!

The role will be based from our Jarrow office, covering our standard working hours of Monday to Thursday: 8:30am-5:00pm, and Friday: 9:00am-3:00pm with no evenings, no weekends, and an early finish every Friday.

What you’ll bring:

This position would suit a candidate with a minimum of 12 months experience in a similar role with sound energy industry knowledge and would be a perfect fit for a candidate with the below skills and qualities:

• Resilient, able to manage and respond positively to challenge, as well as the ability to negotiate and influence.
• Excellent interpersonal and communication skills with experience communicating to a range of stakeholders in person, over the telephone and in writing.
• An ability to deliver under pressure and maintain a high level of performance in assigned areas of work.
• Flexible and adaptable, able to respond to changing demands and can prioritise work effectively.
• A problem-solver with a high level of attention to detail and accuracy.
• Promotes a culture of sharing of best practice and getting things right first time!
  

Passionate about making a difference? We are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly, we encourage you to apply. You may be just the right candidate for this or other roles.