Job Description

Responsibilities include but are not limited to the following:o Provide Energy Industry SME guidance to Agents to enable the progression of live complaints moving through the complaints process.o Lead focus sessions on common processes/ themes that need further clarification within the team.o Support analysis on complaints to understand why they may have been reopened or escalated to Ombudsman.o Provide feedback to Agents on call quality and quality fail points.o Provide inputs to discussions on root cause analysis for common fails within the teams and undertake deep dives into common fail areas.o Provide feedback on process, procedure, policy and performance improvements within team and wider operation.o Helps manage day to day functions, mainly including handling of personnel related issues, managing metrics and team performance The below is additional responsibilities- ONLY when required of you. Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.Managing a group of trainees on a day to day basis including the administration of the group and follow throughSupporting in nesting and BAU and conducting and reporting on training needs analysisTraining Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;Assessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;Administration: Capture learner records in line with Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.Knowledge, skills and attributes required:High proficiency in delivering impact training and facilitation;Strong planning, organizing and time management skills;High proficiency in verbal & written English;Strong communication and interpersonal skills;High attention to detail and accuracy;Exceptional administrative skills;The ability to work within a team;Self-motivated;Self-manageable;Strong customer service orientation;Proactive.

Qualifications

------------------

Role/Skills Requirements:o Extensive experience in working in a customer care, contact centre environment in the Utilities sector.o Previous and extensive experience of being an SME in a Utilities contact centre environment.o Demonstratable experience and knowledge of Utilities customer complaints, experience in SMART metering is essential.o A willingness to cross skill on other workstreams as business needs dictate.o Outstanding communication and stakeholder management skills.o Proven ability to deliver coaching / training sessions.o Ability to manage customer calls and client escalations as needed.o Ability to troubleshoot and fix technical issues within complaint

Job Location

----------------