Complaints Escalations Supervisor

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary Not disclosed

Updated 20 hours ago

Reference 1359218

 Job Description

We have an exciting new opportunity for a Complaints Escalations Supervisor in our Belfast office!

Job Title: Complaints Escalations Supervisor

Location: Belfast

Salary: circa £17,500 + depending on skills and experience

Permanent | Full Time Hours with flexible working patterns available | 37 hours per week


Our Role

SSE Airtricity Gas supplies gas to over 150,000 customers across Northern Ireland and the Customer Service Team is responsible for providing a high quality of service to our customers across multiple engagement channels. We have an exciting new opportunity for a Complaints Escalations Supervisor who will work closely with the Customer Service Manager to oversee and operate the complaints escalations processes to ensure effective tracking, reporting, management and resolution of complaints in order to ensure high quality service is maintain and customers are satisfied.

-Escalation point for all expressions of dissatisfaction that cannot be immediately fully resolved or require further follow-up.

-Managing and improving the business’ master complaints tracker and complaints mailbox to ensure an update to date record is held on all expressions of dissatisfaction raised by the customer and that all complaints are appropriately tracked and managed through to close

-Triaging complaints as they come through in real time and co-ordinating with team leaders and managers

-Responding to customer complaints timely in accordance with regulatory obligations and through the appropriate channels and where required providing necessary additional detail to resolve the customers query.

-Scripting written letter responses to customer complaints

-Co-ordinating engagement with the CCNI representatives to ensure the effective management of any Stage 1 or Stage 2 complaints raised through them.

-Provide weekly and monthly updates on customer complaints as well as ensuring complaint numbers are tracked in order to provide quarterly submission to the UR as part of REMM.

-Answering inbound customer service calls via Telephone as per service level agreements during peak call volumes periods.

-Call Handling – promoting and maintaining an extremely high level of customer service.

-Ensuring complaints are managed in a timely fashion in line with our Regulatory agreed service standards.

-To maintain a high level of customer service and satisfaction, while handling a high volume of calls and responding to customer complaints.

-Maintaining and promoting an accurate log all complaints in the customer information system.

-Maintain a high level of attention to detail and focus on quality when capturing information


Your Skills and Experience

-The successful applicant will be organised, have exceptional attention to detail, be customer and quality-focused and passionate about delivering service excellence at all times

-Excellent verbal and written Communication Skills

-Customer and client focused

-Proficient with Excel

-Good team player

-Attention to detail

-Positive attitude

-Ability to demonstrate strong planning and organisational skills together with the ability to use own initiative

-Excellent analytical and reconciliation skills essential

-Previous experience in a customer service/utilities environment

-Strong interpersonal skills with problem solving ability

-IT literate


Our Company

SSE is Ireland’s second largest energy utility and the leading developer and investor in cleaner energy infrastructure. SSE owns and operates over 2,000MW of generation capacity on the island of Ireland, of which 718MW is from renewable sources. Sitting within our Wholesale business, SSE Airtricity supplies greener electricity, natural gas and essential services to over 770,000 homes and businesses. Since 2008, SSE has directly invested over £2bn in growing its Ireland energy business including investment in large-scale, cleaner energy infrastructure. As a result of that investment SSE has contributed over €5bn to Irish Gross Domestic Product (GDP) since 2010, demonstrating the scale of economic activity that SSE’s operations support across Ireland.

SSE Ireland has been certified by Business in the Community Ireland to the Business Working Responsibly Mark, the gold standard for Corporate Social Responsibility (CSR) and Sustainability in Ireland. The Mark is presented to companies that represent best-in-class leadership, policies, practices, performance, and impact in CSR and Sustainability including employee engagement, innovation, environmental practices, supply chain management and engagement with the local community.


Our Benefits

We employ 1000 individuals doing everything from helping customers with their bills to the creation of clean, green renewable energy. Our people are important to us and we go to great lengths to extend the values of our award winning customer service to our employees to ensure that as part of our diverse workforce, you have the flexibility and opportunity to develop to your fullest potential.

In addition to a competitive salary, you’ll automatically be enrolled in into our Group Pension Plan and have the opportunity to join our Share plans. You’ll enjoy 25 days’ annual leave entitlement, with the option to buy up to 10 extra days and will also be eligible for a host of other lifestyle benefits. Each employee is also entitled to one day paid volunteering, allowing you to dedicate your time, skills and expertise to your local community or a charitable cause as part of our “Be the Difference” scheme.


Next Steps

Just click the Apply button to submit your application, it doesn’t take long.

Closing date for applications is: 23rd Sept 2018

This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.