Customer Relations Specialist

Valda Energy Limited; Bicester; On-site; GBP 23,400 - 28,600; Full time

Benefits offered by this job

Annual Salary up to £26k

Company annual bonus scheme

25 days of annual leave + bank hols +

Private medical insurance with Vitalty

Employee engagement platform discounts

Life Insurance policy

Employee Assistance Programme

Snacks, drinks and lunch in office

Salary sacrifice pension up to 5%

In-house learning and development

Refer a friend scheme

Job summary

Valda Energy Limited is seeking a Customer Relations Specialist to champion the customer through effective investigation and resolution of complaints in line with regulatory requirements and company policy.

You will liaise with internal stakeholders to identify root causes, ensuring timely, clear communication and high-quality responses to customers about actions taken to resolve issues. Join a supportive team environment.

Qualifications

• Proven experience in a customer-focused environment delivering high-quality service.
• Strong background in managing and resolving customer complaints with empathy.
• Excellent written and verbal communication, with the ability to write high-quality responses.

Responsibilities

• Manage escalated complaints in accordance with SLA’s
• Aim for positive resolutions for complaints via phone, email or social media
• Champion a Customer First attitude across the organisation
• Proactively flag potential problems and propose solutions
• Share outcomes of reviews with the wider business
• Review complaints from Trustpilot, Google Reviews and social media
• Provide monthly complaint-trend feedback to the Customer Relations Manager
• Handle cases referred by the Energy Ombudsman for fair outcomes
• Maintain up-to-date knowledge of company processes and policies

Skills

Customer service

Complaint handling

Communication skills

Problem solving

Energy sector knowledge

Energy Ombudsman knowledge

Empathy

Job description

The Energy Revolution.

Valda Energy is a fast-growing energy supplier, challenging the existing marketplace with a leading, tech-led, and customer-focused successful solution. We are passionate about innovation and challenging the status quo to deliver exceptional service and solutions to our customers. Driven by the desire to do right by all our stakeholders, we recognise that our people are our greatest asset. Our culture and employee environment are always evolving, from the introduction of new benefits to leading structured training opportunities, and of course frequent social events! At Valda Energy, you can be assured that you will be supported to be your best and be welcomed in to form part of our friendly team.

How You Will Energise Our Team

We take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we’re seeking a Customer Relations Specialist to work in our Customer Relations Team. The role will champion the customer through effective investigation and resolution of complaints, in line with regulatory requirements, company policy and procedures and service standards.

As an individual driven by achieving the best possible services for our customers, you’ll be responsible for liaising directly with internal business stakeholders to identify root cause and you will be the voice of the customer. You will ensure that the complaint is resolved in a timely and efficient manner keeping in mind that communication is vital to providing a great customer experience. You will be responsible for writing high-quality responses to customers, outlining the actions taken to resolve their complaint.

Your day-to-day responsibilities will include but not be limited to:

• Manage escalated complaints in accordance with company SLA’s
• Attempt to achieve a positive resolution for all escalated customer complaints received via phone, email or social media
• Foster a Customer First attitude to ensure our customers are at the heart of everything we do
• Proactively flag potential problems and risks to the Customer Relations Manager and work towards proposing solutions
• Offer guidance on complaint handling processes and sharing outcomes of reviews to the wider business
• Review complaints received via all channels such as Trustpilot, Google Reviews and all social media platforms
• Provide monthly feedback of complaint trends to the Customer Relations Manager
• Handle cases referred by the Energy Ombudsman to secure a fair outcome
• Maintain up to date knowledge of company processes and policies

The Spark we're looking for

• Proven experience in a customer-focused environment, delivering high-quality service and support
• Strong background in managing and resolving customer complaints with professionalism and empathy
• Exceptional problem-solving abilities, with a proactive approach to identifying solutions and preventing repeat issues
• Excellent communication skills, both written and verbal
• Able to review complex information with a view to ensuring the customer is provided with a fair outcome to their complaint
• Confident at challenging others in an articulate manner when required to be the voice of the customer
• Existing knowledge of the energy and/or utilities sector (desired)
• Knowledge of the Energy Ombudsman processes (desired)

Perks That Power Your Journey

• Annual Salary up to £26k
• Company annual bonus scheme
• 25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month
• Private medical insurance with Vitality Health
• Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more
• Life Insurance policy, providing coverage at four times your salary
• Employee Assistance Programme offering confidential support and guidance
• Enjoy an array of complimentary snacks, drinks, and lunch options in our office
• Salary sacrifice pension scheme where we will match contributions up to 5%
• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best
• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards

If you like the sound of this role, we encourage you to apply even if you aren’t confident that you meet all of the requirements – you may be just who we’re looking for. We are extremely proud to be an equal opportunity employer and actively encourage applications from all backgrounds. To make your recruitment experience with us accessible to you, we encourage you to let us know if you have any individual requirements. We are here to support you, so please reach out to our team on [e-mail]