Cache of job #13965928

Job Title

Supplier Complaints Supervisor- Gni

Employer

Fexco

Location

Kerry

Description

Fexco Managed Business Solutions and Outsourcing (MBSO), in partnership with Gas Networks Ireland, is recruiting for a Supplier Complaints Supervisor. This role is being offered on a full time,12 month fixed term contract and is based in theGNI office, Finglas, Dublin 11. Job Purpose. The Asset Operations function within Gas Networks Ireland is responsible for executing field work safely and efficiently in support of the construction, operation, maintenance and repair of network assets. The Asset Operation function is also responsible for enabling efficient and customer focused work delivery by providing shared work management services across functions, delivering optimised levels of performance in work flow coordination, scheduling and dispatch, customer interfaces, clerical and mapping support. The Customer Operations Team is responsible for ensuring that all customer complaint calls are responded to appropriately and efficiently. Reporting to the Customer Operations Manager, the Supplier Complaints Supervisor is responsible for ensuring the progression of the efficient resolution of all customer complaints received from Suppliers and dealt with by the relevant GNI process owner. They will also be responsible for ensuring that complaints are issued to the relevant party and liaise with that party until complaint completion. Main Responsibilities. Managing customer complaints process in line with published regulatory resolution service standards from creation to resolution. Report monthly to GNI on complaints activity from creation, completion and compliance vs CRU targets and internal KPI’s. Maintain and develop role with the CRU office as part of the complaint process. Contacting customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Manage unresolved customer grievances to designated departments for further investigation and resolution. Checking to ensure that appropriate changes are made to resolve customers` problems within acceptable timeline. Maintaining records of customer interactions and transactions. Raising risks and issues as appropriate to the Customer Operations Manager. Providing ongoing status reports to the Customer Operations Manager. Perform other duties as required from time to time. Qualifications/Experience Required. Third Level Qualification Desirable. Good knowledge of the Customer service function, preferably with experience of working in complaints. Knowledge of the Maximo, IUS and GIS Systems an advantage. Excellent verbal and written communication skills. Computer literate with strong typing skills. Competencies Required. Ability to develop relationships toaccomplish team goals. Ability to deal effectively with conflictmanagement. Customer focused with a proven track recordwithin a relevant customer services environment. Experience with guiding and developingothers towards their goals, providing appropriate feedback and coaching. Proven ability to prioritise tasks, work with schedules, manage resources while remaining focused on team goals. Driver of high standards for individual,team and organisational accomplishment and results focused. Strong problem solving and decision making skills. Fexco is an equal opportunities employer. This job originally appeared on RecruitIreland.com.

Date Added

1950 days ago

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