Job Description

The Investigation Officer will role model right first time, high quality decisions and SMART remedies through delivery on their own caseload, resolving disputes between customers and participating companies fairly, efficiently and in a timely manner. They will strive to reduce consumer detriment and improve overall customer experience with the ability to adjust and prioritise to reflect the demands of customers. The Investigation Officer;

• Researches, analyses and investigates cases and delivers outcome in a clear, impartial and professional manner, providing a logical and succinct analysis.
• Proactively monitors and manages personal caseload; taking action to ensure delivery of goals in a target driven environment, whilst effectively communicating progress to Customer to manage their expectations.
• Responds to contacts from customer and participating companies, with ability to adjust communication style and tone to suit audience whilst supporting vulnerable customers.
• Is an excellent communicator both verbally and in writing. Proactively, updates customer verbally and writes reports to a high standard
• Takes personal responsibility for maintaining and continuously developing a thorough knowledge of the Energy sector and products, including all relevant legislation, rules and regulations

We are searching for a range of skills and experience that will fit within our team:

• A proven ability to work within a fast paced, demanding, customer centric and results focused environment, with a talent for adhering to KPI and quality standards
• Demonstrable experience within the Energy sector, managing caseloads and writing high quality outcomes (e.g.? 2-3 years of dispute resolution experience).
• Strong knowledge of Energy sector complaints and/or of consumer relations and dispute resolution.
• Experience in delivering high standards of customer service ensuring cases are progressed efficiently with high levels of care and empathy whilst maintaining impartiality.
• Excellent written, oral and presentation skills with advanced report writing experience.
• The ability to remain calm under pressure and to prioritise and deal effectively with real time issues.
• Evidence of approaching problems analytically, logically and objectively, and identifying solutions in areas where guidance or precedence may be limited.
• Able, and willing, to work from home 100% of the time, with a designated, private, suitable workspace with strong broadband connection.

Competencies & Behaviours

• Detailed orientated with an analytical approach
• Customer focussed and human centred (maximise customer experience through 'right first time’, dynamically responding to changing customer needs). They know how to balance the direct questioning to align with engagement and personally caring.
• Excellent interpersonal skills - excellent communicator, both written and verbally, across all departments and levels of the organisation
• Approachable - Role models openness and trust to generate confidence in the decisions and processes and reinforces company values
• Strategic minded - quick to spot connections working objectively but with impartiality. Ability to focus on the resolution of the complaint but also linking it with wider external impacts and considerations.

Hours of work:

• Work Pattern: 37.5 hours per week to be worked Monday to Friday between the hours of 7am and 8pm (with manager discretion). Throughout the training period you will be required to work 9am - 5pm.
• 100% home working for the duration of the contract

Required Knowledge, Skills, and Abilities