Complaints Coordinator

Overview

Manage complaints, compliments and feedback for SSEN Transmission, ensuring timely resolution.

Key Responsibilities

• complaint resolution
• escalation management
• response quality
• complaint management
• trend analysis
• process improvement

Tasks

-Work closely with project teams, delivery teams, and key stakeholders to investigate, coordinate, and resolve complaints efficiently. -Escalate high-value or complex complaints to the appropriate teams, ensuring compliance with response timelines and internal KPIs. -Ensure all responses are clear, professional, and aligned with best practices in complaint resolution, maintaining our reputation for customer service excellence. -Own and manage complaints, compliments, and feedback from receipt to resolution, ensuring a clear and structured approach while maintaining accurate records in the complaints database. -Identify complaint trends, provide root cause analysis, and contribute to process improvements that enhance customer and stakeholder satisfaction.

Requirements

• organisational
• analytical
• communication
• customer-facing
• stakeholder
• regulated

What You Bring

-Strong organisational skills to manage multiple complaints at various stages while maintaining accuracy and meeting deadlines. -Ability to analyse complaints, identify root causes, and work towards fair and effective solutions. -Excellent written and verbal communication abilities to engage effectively with both internal and external stakeholders. -Previous experience in a customer-facing, stakeholder engagement, or complaints resolution role, ideally within a regulated environment. -Confidence in engaging with different teams to ensure timely responses and proactive resolution of complaints.

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About Ssen Transmission

-plays a key role in delivering electricity to millions of people across the UK, powering homes, businesses, and critical infrastructure. -specializes in integrating renewable energy, including wind and solar, into the national grid, supporting the UK's transition to net zero. -focuses on maintaining and upgrading high-voltage infrastructure to meet future energy demands and enhance grid resilience. -typical projects include major infrastructure upgrades, large-scale energy transmission systems, and facilitating the connection of renewable power sources. -is at the forefront of using digital technologies and innovation to improve grid efficiency and performance. -notable for its commitment to future-proofing the energy landscape, continues to lead the way in providing smart, sustainable energy solutions.

Sector Specialisms

Security Clearance

-criminality check required -credit check required