Case Manager

Ecotricity Ltd
Stroud, UK
09 Aug 2019
24 Aug 2019
Contract Type
Full Time
About The Role

To be part of our Complaint Review Team with the primary focus of resolving our customers' escalated complaints internally and helping to represent their interests inside and outside our organisation.

To try to obtain full resolution of our customers' escalated complaints in a fair and even handed way by researching the account thoroughly, as a whole rather than just the complaint, correcting any errors found and advising on the best way forward. To assist in the gathering and feed back of information from those cases investigated to the organisation to allow us to improve processes and gain more information about how we can provide a better service. To assist and support all other members of the team as necessary. To investigate and respond to EnSo/EHU/Director complaints and enquiries.


This role reports directly to the Complaint Review Team Leader. This team sits outside of the Customer Service Operation to enable it to provide an independent and customer orientated view of the business.

Core Responsibilities
  • Customer Contact and Complaint Resolution by Liaison with appropriate Retail member/s
  • Thorough investigation of complaint/account and suggested resolution, either by telephone, email or letter, to include sales ledgers, bill lists or usage charts, full account reconciliation as req'd
  • Challenging decisions made elsewhere in the business to ensure full compliance with SLC & Regs, back billing, GS payments etc
  • Negotiation and Internal Liaison with key members of the Retail team to understand issues and problems
  • Monitoring accounts as req'd to avoid external escalation (EnSO/CiTA)
  • Obtaining and preparing information from the system with regard to escalated complaints for reporting purposes
  • Recommendation of compensation/goodwill credits in accordance with our internal compensation process, the external requirements of EnSO/EHU & also in accordance with the guaranteed standards of service that apply
  • Liaison with all industry participants, internal and external, e.g old/new suppliers, MOP, DC etc
  • Reporting directly to Complaint Review Team Leader to identify process or individual issues that require response, via direct liaison and feedback forms
  • With experience, dealing with EnSo complaints as and when they're made within industry time scales - collating information, putting forward case files and dealing with follow up actions
  • Dealing with EHU enquiries - talk with both EHU and customers to ensure that vulnerable customers and situations are treated fairly and resolved as smoothly and promptly as possible

Additional Responsibilities
  • Assistance with any customer survey or analysis work as required
  • Advising on identification of complaints in accordance with Ofgem's very strict definition of a complaint
  • Ad hoc as required

About the Candidate

Skill Set Required
  • Extensive customer liaison experience including dealing with domestic/business customers in a confident, professional and tactful manner
  • Thorough knowledge of the industry/business, to include awareness of SLC/Regs/CHR/EnSO etc
  • Ability to understand, challenge and summarise complicated information obtained from all specialist areas of the business and format into a creditable and customer focused response
  • Knowledge and understanding of the definition of a complaint and the processes - both internal and external rules/ requirements
  • Problem solving ability
  • Analytical and investigative capability
  • Time management and prioritisation skills - ability to organise workload with multiple priorities
  • Excellent level of verbal and written communication skills
  • Able to work to tight deadlines and under pressure to ensure compliance with CHR and Ofgem rules/timescales for complaint handling
  • Adaptable and used to managing change
  • Common Sense and ability to work on own initiative while also being a team player (within the cc team & business as a whole)
  • Experience of internal resolution handling

Specific Knowledge Required
  • Knowledge and experience of how to deal with distressed and vulnerable people
  • Experience of dealing with difficult customers
  • Knowledge of all Industry systems and databases used - SAP, Ecosystem, Excel, Word, Salesforce, Mitel
  • Excellent level of Customer Care and Negotiation skills
  • Broad depth of knowledge of the whole business/energy industry

Educational Requirements
  • Educated to GCSE Level or above
  • Maths & English essential

Main Customers
  • All retail and business customers of Ecotricity
  • All Internal Staff
  • MD/Directors
  • Energy Ombudsman
  • Citizens Advice Consumer Service/EHU

About Us

Ecotricity is the greenest energy company in Britain. In fact, when we started back in 1995, we were the first green electricity company in the world.

Our mission was and remains to change the way energy is made and used - after introducing green electricity to the world, we introduced green gas to Britain in 2010 too.

Our model is unique: we use our customers' energy bills to fund the building of new sources of green energy. We like to refer to this as turning 'bills into mills' - energy bills into energy mills, whether that's wind, sun, sea or gasmills.

We've built over seventy wind and sun parks across Britain, we're planning to build Britain's first ever Green Gasmills, and through Britwind, our small wind company, we design, build and deliver small wind turbines to landowners and businesses throughout Britain and the world!

We don't just focus on energy though - we built and run the Electric Highway, Britain's leading network of electric car chargepoints, we helped Forest Green Rovers become the greenest football club in the world, and launched Britain's greenest mobile phone service, Ecotalk.

We're a not-for-dividend company too - which means we're free to use the money we make for our mission and our mission alone.

We do all of this with the help of our customers - and the awesome team of people here at Ecotricity. Our people believe in our mission - they're amazing at what they do, and they make a difference every day they come into work.

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