Customer Relations Specialist

Location

Bicester, Oxfordshire | United Kingdom

Job description

Us and our culture.

Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers. Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset. Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events! At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.

Our perks. ⭐️

• Annual Salary up to £26k 
• Company annual bonus scheme
• 25 days of annual leave plus bank holidays, plus length of service award up to 30 days
• Private Medical Insurance with Vitality Health
• Life Insurance policy, providing coverage at four times your salary
• Employee Assistance Programme offering confidential support and guidance
• Enjoy an array of complimentary snacks, drinks, and lunch options in our office
• Salary sacrifice pension scheme where we will match contributions up to 4%
• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best 

The role.

We take pride in ensuring that our customers receive the highest level of customer service. To support us in achieving this aim, we’re seeking a Customer Relations Specialist to work alongside our Customer Escalations Lead. The role will champion the customer, through effective investigation and resolution of complaints, in line with regulatory requirements, policy, procedures and service standards.

As an individual driven by achieving the best possible service for our customers, you’ll be responsible for liaising directly with internal business stakeholders to identify root causes whilst ensuring that the complaint is resolved in a timely and efficient manner. You will be responsible for writing high-quality responses to customers, outlining the actions taken to resolve their complaint.

The role will also be required to support the Customer Escalations Lead in dealing with 3rd party complaints and disputes, providing a superior customer experience and fair outcome.

How you will contribute. ✅

• Manage complaints in accordance with regulatory timescales
• Attempt to achieve first-contact resolution for all customer complaints via phone or email
• Maintain knowledge of company processes and policies
• Adhere to company policies and procedures to resolve customer concerns
• Proactively flag potential issues/risks and work towards proposing solutions
• Offer guidance on complaint handling to the wider team
• Provide monthly feedback of complaint trends to the Operations Manager
• Supports the company's ‘one team’ culture
• Sharing findings with customer-facing teams

What we are looking for.

• Customer service experience: 1 year
• Administrative experience: 1 year
• Effective problem-solving skills
• An understanding of confidentiality and the Data Protection Act
• Existing knowledge of the energy and/or utilities sectors is desired, but not essential
• Customer complaints experience desired

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on [email protected]

Job tags

Salary