Job Description

This role is to assist the Sales Support Managers with processing, managing and resolving all queries and complaints sent to the Sales department (with the Sales Managers being the ultimate escalation points and decision makers).

Key Responsibilities

• To assist with the day to day queries and complaints workload of the sales support team including providing initial responses to customers / Third Party Intermediaries (TPIs), requesting evidence from third parties, summarizing the problems and providing an appropriate response.
• To make sure all Sales queries and complaints are handled efficiently, with the best care for the customer in mind, within the prescribed SLAs
• To provide a professional but customer-friendly first point of contact for all external and internal stakeholders for any Sales query or complaint
• To help ensure all data used to input into systems is both complete and of appropriate quality “right first time” while meeting required turn-around times consistently
• To help ensure the process and procedures for queries and complaints are effective, thorough and well-communicated at all times
• To maintain excellent relationships with all relevant departments, especially Customer Services, to facilitate the best outcome for customers swiftly
• To provide feedback on key areas where processes and procedures could be improved to drive down the levels of queries and complaints.

Required Knowledge, Skills, and Abilities

Good numeracy and IT skills including the ability to use Outlook and Excel to record data. Time management skills and the ability to manage own workload effectively. Strong communication and verbal reasoning skills. Willingness to resolve complex issues. GCSE English (grade A or B) or equivalent. GCSE Math (grade A or B) or equivalent. Degree qualification or equivalent experience. Previous customer service/administration experience, ideally within the energy sector. Excellent team player with a proven ability to manage customer relationships. Ability to adapt to new systems and processes. Positive and flexible approach to work.