Junior Quality of Customer Experience Analyst

Job summary:

Brook Green Supply are an independent B2B energy supply company. You will be working alongside a vastly experienced team who have operated in the energy industry for many years, providing a fantastic career opportunity for a determined, flexible, and driven individual, with personal development and progression aligned to the continued growth and success of the business.

Essential functions of the job:

As a Junior Analyst, your role will support delivering consistent outcomes for customer conversations. You will review voice and email customer conversations against Brook Green Supplies benchmark standards and provide feedback to the Team Leader community to enable individual colleague coaching.

Quality of Conversation evaluations:

You will review and analyse a 10% sample size of written communication and telephone calls to provide accurate and thorough feedback in line with our benchmark standards. This will involve activities such as reviewing the tone and quality of responses and ensuring that the customer service provided falls in line with our processes and procedures.

You will proactively manage your workload and be able to handle a high volume of data alongside a high level of attention to detail to be successful in the role and meet deadlines. You will be participating and reporting your findings to your manager in weekly meetings to discuss updates and ensure that SLAs are being met.

You will be a team player and when required, will be able to collaborate with different departments across the business.

Complaint handling:

The Team is also responsible for managing customer complaints, in this role you will have the opportunity to progress as a Complaints Champion full training will be provided.

This will include handling customer escalations in accordance with our Complaints Procedure to ensure we provide the customer and the business with a fair outcome within the required deadlines. You will also have the opportunity to work with teams across the business to help provide suitable resolutions.

Your role will also include a variety of administrative tasks relating to complaints tracking and reporting.

Skills and experience:

We are looking for candidates who are enthusiastic about learning a new role within Quality and Complaints. A suitable candidate will ideally have the following skills.

·        Experience within the Customer Service sector

·        Willingness to learn with a proactive approach

·        Enthusiasm and drive to manage and review high volumes of qualitative data

·        Excellent communication skills both written and verbal

·        Good investigation skills and understanding of reviewing data across different platforms

·        Good time keeping and prioritisation skills to meet deadlines as and when required

·        Good Team Player. Able to collaborate and work with different teams across the business

·        Able to use Excel, Microsoft Word and PowerPoint as and when required

·        Energy Industry experience desirable but not compulsory

CFP Energy is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.