Escalations Specialist

Base Location: Belfast

Salary: £28,000 - £30,000 + performance-related bonus + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

Our Escalations Specialist will provide supervisory support to the business, through diligent case management, ensuring ongoing support and follow-up, so resolution is achieved.

You will

• Handle escalated complaints by providing excellent customer service whilst coming to a resolution.
• Meet reporting requirements and deadlines.
• Assist in ensuring constant process improvements, by taking ownership of the continuous improvement cycle and ensuring continued focus on development and implementation of solutions.
• Complete audits, dip tests and data protection checks within the department, in line with business plans.

You have

• Knowledge of the Northern Ireland retail energy markets and an understanding of the requirements associated with working in a regulated utility industry.
• Impeccable decision-making skills.
• Strong verbal and written communication skills.
• Strong coaching skills.
• Critical thinking and problem-solving expertise.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're investing around £10 million a day in homegrown energy to help power a cleaner, more secure future. Our investment will see us build the world's largest offshore wind farm and transform the grid to deliver greener electricity to millions.

SSE Airtricity, supplies around 750,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Andy on [email protected] / 01738 340826 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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