About the Role
Great time to join this growing market leader who is seeking to appoint an experienced (Utilities) Back Office Settlements Manager. This is a growing business with ambitions to challenge the current status quo of the market. This opening comes at an exciting stage of the business’s development and offers a fantastic opportunity to be part of a team hungry to make a difference.
Areas of responsibility:
•Accountable for establishing and managing the end to end settlement process monitoring and reporting of all complaints within the organisation
•Responsible for establishing business risk and opportunities to analyse and improve change.
•Ensure that company is working with DC/ DA and settlement targets.
•Measure and help drive data improvement to key service processes.
•Reconciliation and validation of electricity settlement
•Support senior management with data analysis
•Working on back office gas and electricity processes
•Responsible for the management, monitoring, tracking and analysis behind all settlements, delivering effective feedback mechanisms into the business and improvement strategies and action plans.
Experience and Skills Required:
•A proven leader who can execute operational best practice to achieve service excellence
•Experience of managing in a Utilities contact centre environment
•Experience of working within Settlement and or remediation
•Ability to design, implement and manage robust and measurable feedback mechanisms
•Customer focused leader with personal strengths of analysis, monitoring and tracking.
•Drive, enthusiasm and energy for improving process and procedures.
•Proven ownership and accountability for core complaint KPI’s
The successful person into this role will have extensive settlement and or remediation experience from within a Call and Contact Centre.