Customer Complaint Executive

Ranked as one of Ireland’s best workplaces, by Great Place to Work, we offer ambitious candidates a fast-paced and challenging work environment, with the opportunity to grow your career. With nearly 300 employees and growing, PrepayPower is the market leader for Pay as You Go for electricity, gas and broadband in Ireland. This role is better than ever before, with our new and improved salary and commission structure! **32,000**OTE As Customer Complaint Executive, your role will involve handling escalated customer complaints within strict SLAs until resolution with the customer. It will also involve ensuring that any internal issues, highlighted because of complaints, are addressed, and resolved internally. In addition to individual complaints, you will be responsible for identifying and reporting on wider trends and root causes of issues. The role also requires the candidate to manage our Priority Services process for vulnerable customers and to manage and process Subject Access Requests (SARs) following our GDPR procedure. The role is also responsible for managing certain customer requests to ESB Networks and to liaise with the Commission for the Regulation of Utilities (CRU) in relation to contacts & complaints received by them in relation to PrepayPower. Various reporting requirements and other escalated tasks are also involved in the position. This role will give the right candidate the opportunity to change internal processes and procedures to enhance our customers experience and improve their interactions with PrepayPower.   Your New Role Responsibilities Handling escalated customer complaints and providing an excellent standard of customer care/service recovery  Responding to and managing complaints within strict SLAs Identifying pain points with key focus on driving change and improvements within the business. Processing customer data requests and management of priority services register Involvement in process improvement projects Liaising with outsourced companies to ensure delivery of exceptional customer experience Ensuring customer requests via e-Mail & Online are managed within agreed SLAs Monthly reporting tasks across a range of areas.  Management of assigned procedures to ensure customer requests are actioned within agreed SLAs Other Projects as deemed necessary by the Customer Experience Manager.  Essential Experience & Skills to Succeed Minimum 3 years’ experience working in a Customer Service/Experience environment delivering high quality support Proven experience in complaint resolution and service recovery Excellent Excel and MS office skills Experience working in the Utilities sector advantageous Experience in process improvement/lean six sigma advantageous Considerable attention to detail essential Proven ability to work in a self-directed and organised manner.Experience of working with a CRM system beneficial  Career Incentive & BenefitsCompetitive salary & bonus structurePension Contribution Scheme after twelve months of servicePrepayPower Health Insurance Group Scheme & EAP with Laya HealthcareGreat career progression opportunities in a growing company with strong market growthFast paced and friendly team environmentContinual training and development21 days annual leave, increasing with service.PrepayPower Staff TariffModern offices with excellent facilities in Sandyford and the flexibility to work remotelyEstablished CSR, Wellness and Social Committees and great social events.Refer a Friend SchemeTax Saver Travel Tickets & Bike to Work SchemePrepay Power is the market leader for Pay-As-You-Go electricity and gas in Ireland. We disrupted the energy market in 2011 with one purpose in mind: ‘To give people total control and complete transparency over their electricity costs.’ Over 160,000 customers have already switched to Prepay Power (and we’re still growing!). In a market dominated by semi-states and subsidiaries to large energy multinationals, we are Irish-owned and independent.Our service empowers customers to take control of their energy costs. Rather than the traditional market model of short-term discounts with significant terms attached, we help customers achieve long term savings on the electricity, gas and broadband that they use, which counts on every bill. Our approach is different, and customer driven. We pride ourselves on providing customers with an excellent level of service in an operationally efficient manner.PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers and other stakeholders with dignity and respect.