Administrator

An exciting opportunity has arisen for an enthusiastic, proactive Customer Administrator to join our team in Manchester on a 2 month contract. As the successful candidate you will have a solid understanding of Microsoft packages and be able to carry out a variety of office based activities within the Utilities sector. You will provide an exceptional service whilst hitting the ground running, managing various workloads simultaneously.

- To manage and resolve all Customer contacts, working within the framework of RiiO and ensuring we outperform agreed business KPIs
- Supporting a 'best practice' service that meets the needs of our Customers
- To develop a 'first solution' working environment which helps reduce overall unwanted contact volumes against agreed KPIs

ADVANCE NOTIFICATION PROCESS

- Automate and manually enter data to be used for targeted Advance Notification work campaigns, to include checks and validation
- Produce Advance Notification letters within agreed SLAs, fully utilising NG approved systems
- Run regular daily reports to ensure critical deadlines are being met for all Advance Notification jobs
- Manage and maintain stock levels of all essential materials for the production of Advance Notification materials
- Ensure the regular maintenance and servicing of all equipment used to produce Advance Notification jobs.

ENQUIRIES & COMPLAINTS MANAGEMENT

- Regular daily checking of all incoming enquiries and complaints from NG- ownership to be taken as they arrive
- Daily collection of mail in the Customer Service mailbox - ensuring that all written enquiries/complaints are scanned and emailed to NG in a timely manner
- Log all new enquiries and complaints on to the One-Touch CRM system in Real Time
- Manage the enquiry/complaint to resolution stage using approved workflow systems
- Pro-actively maintain regular contact with all external Customers in relation to their enquiry/complaint - from first call through to follow up of closure - in line with approved workflow systems
- Manage the Real Time updating of the Onetouch contact system for all cases you own
- Escalate any unresolved enquiry/complaint within agreed timeframes using prescribed process
- Log and manage the Customer contact and resolution for any high priority complaints
- Administer any requirements relating to speedy closure of Ombudsman cases - as apply.

RESOLUTION MANAGEMENT

- Instigate the internal process for payment of goodwill gestures to Customers for all owned resolutions within agreed timeframes
- Instigate the internal process for payment of all GSOP payments to Customers for all owned resolutions within agreed timeframes
- Initiate the insurance claims process for identified complaints and manage effective communications with Customer through to completion.

REPORTING AND COMMUNICATIONS

- At regular intervals during the day run a 'snapshot' report of all outstanding tasks/actions for open enquiries/complaints and Advance Notification activity
- Manage daily updates and feedback to keep your line manager appraised of all workflows within your responsibility. Escalate any issues arising in a timely manner.

ADDITIONAL TASKS

- Undertake pro-active phone calls to prompt Customer action/feedback as required - for daily access chasing or one off promotions/surveys etc
- Undertake regular analysis of enquiry/complaint root cause/issues in report format to agreed time frames

Carry out any additional tasks which are commensurate with the role and as deemed necessary by your line manager.

To apply for this role please send through your CV for consideration and I will be in touch should your experience match our criteria

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