Main Duties
* Resolve escalated customer complaints efficiently across multiple channels (email, phone, digital platforms).
* Take full ownership of customer issues, ensuring timely and satisfactory resolutions.
* Respond to online reviews with professional, customer-focused messages.
* Promote digital self-service options and assist with outstanding balance collection.
* Identify and support customers in financial difficulty, agreeing suitable payment arrangements.
* Maintain accurate records and update CRM systems promptly.
* Ensure compliance with regulatory standards, GDPR, and internal quality processes.
* Collaborate with management to improve customer processes and training materials.
* Provide feedback to stakeholders to drive continuous improvement.
* Contribute to a positive team culture and support change initiatives.
Expectations & Success Measures
* Meet monthly productivity and performance targets.
* Deliver high-quality customer interactions aligned with company standards.
* Achieve objectives agreed with the line manager.
* Maintain strong relationships with internal teams and external partners.
Experience Required
* Significant experience in a high-volume B2B customer service role.
* Collections experience preferred (not essential).
* Knowledge of utilities industry preferred (not essential).
* Strong understanding of B2B customer care processes and regulatory requirements.
* Familiarity with CRM systems and Microsoft Office.
* Knowledge of data protection and compliance.
Skills
* Excellent problem-solving and communication skills.
* Self-motivated with strong workload management.
* Team-oriented, detail-focused, and organised.
* Resilient and adaptable in a fast-paced environment.