Customer Service Support Advisor

Job description

Title of job Customer Service Support Advisor Reports to: Customer Service Support Team Leader: Division / Department: Energy Supply: Location: Leeds: Purpose of the job: The role holder will be responsible for the resolution and root cause analysis of escalated customer queries, complaints, Ombudsman Service cases and Citizens Advice referrals. Working as part of the Customer Care team, the role will interface between the Shared Service Centre (SSC) and the back-office operational teams to ensure our customers and partners receive the highest standard of service at all times and that performance levels are achieved. Key Accountabilities: - To resolve escalated queries and complaints within agreed Service Level Agreements (SLA’s). - To prepare and directly provide case files for the Ombudsman Services within agreed SLAs and in line with regulation. - To resolve and where necessary feedback on Citizens Advise referrals. - To keep customers and partners regularly informed of progress on any outstanding enquiries and complaints, with consistency in communications and adhering to our policies at all times - To keep accurate, detailed and up to date notes, in the Junifer System - To man...