Experience

Yorkshire Gas and Power

• United Kingdom
• Utilities
• 1 - 100 Employee

• Complaints Handler/Specialist

  • May 2022 - Present



Energy Ombudsman

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Investigation Officer

  • Nov 2015 - Aug 2021

  Responsible for case managing and investigating disputes between consumers and service providers ensuring fair treatment for all. Providing impartial advice to consumers along with knowledgeable insight for service providers to make the changes needed to deliver better customer services. - Triaging cases and analysing evidence within specific timescales. - Managing and balancing caseload, issuing decisions verbally and via written reports within targeted time scales to meet internal and regulatory requirements ensuring that targeted timescales were met. - Ensuring I was up to date with relevant legislation, terms and conditions and best industry practice to provide fair, impartial and consistent decision making. - Using root cause analysis to report in key trends such as technical issue and processes causing dissatisfaction and communicating amongst other team members and the business. Show less



ScottishPower

• United Kingdom
• Utilities
• 700 & Above Employee

• Complaints Handler

  • Sep 2011 - Jul 2015

  Fully investigating and resolving high level complaints including CEO , Director referrals, Press and Social Media Complaints and Ombudsman referrals complaints within given timescales. - Range of workloads for energy complaints, completing the initial investigation through to a satisfactory resolution while preventing external escalation to the Energy Ombudsman - Liaised with key contacts such as CAB, Competitors, Housing Associations with the aim to resolve the consumers complaint in a timely manner with all parties in agreement. - Implemented actions specified with the Energy Ombudsman to ensure that each case was brought to a satisfactory resolution and no financial hardship for the consumer. - Managed and prioritised my own workload to ensure that business goals and targets met if not exceeded. Show less



ScottishPower

• United Kingdom
• Utilities
• 700 & Above Employee

• Adherence manager

  • Dec 2008 - Dec 2010

  I was seconded as an Adherence Manager for the Complaints department, supporting Operational Managers and team managers in establishing new cultures and behaviours. - Implemented and supported Adherence Management within the complaints department and back office teams. Implemented procedures, practices and reporting mechanisms that could be utilised for Team Managers and Senior Management. - Created and managed reports on specific trends such as telephony and system faults. - Ensured that departmental service levels were met through the effective planning and prioritisation of workloads, allocation of offline and holiday requests. - Regularly monitored service levels and utilised agents to meet any shortfalls, ensuring that customers calls were responded to in line with regulatory service agreement. - Provided daily and weekly reports contributing towards business scorecard. Show less