Complaints & Resolution Analyst – call centre

  • €25000 - €28000
  • Contract
  • Anywhere
  • Posted 2 weeks ago

Complaints & Resolution Analyst – call centre


A leading utilities company has an exciting opportunity for an experienced Complaints & Resolution Analyst for their busy call centre based on the Southside of Dublin. 

Dealing specifically with Revenue Protection issues (Revenue Protection – the prevention, detection and recovery caused by interference of utilities supplies), you will be responsible for dealing with both inbound and outbound customer queries relating to faults and issues, dealing with complaints and resolving problems quickly and effectively – whilst always ensuring the highest level of customer service.

This is a fast-paced role where the successful applicant will be responsible for the following: 

  • You will be the customer’s single point of contact for the entire duration of the complaints process, always keeping the customer updated on the progress & resolution of their complaint / issue.
  • Be capable of relaying complex information to customers in a way that they can easily understand.
  • Investigation & Analysis of customer complaints & working with Department Managers to resolve customer issues.
  • Working to improve company processes as the business changes and grows.
  • Reporting Weekly to management on complaint numbers as well as actions to resolve and prevent future complaints
  • Identifying Fraud VS genuine faults
  • Managing Payment plans with customers for recovery of debt.
  • Managing Credit card fraud identification within 24hours of occurrences
  • Review & Analysis of technician site visit reports.
  • Liaising with other departments and third parties in relation to revenue protection issues.
  • Providing regular reports to the Revenue Supervisor on all Revenue protection activity.


Essential Requirements:

  • A minimum of 2-5 years’ experience in a Complaints or Revenue Protection
  • Excellent phone manner with the ability to deal with customers in a calm and professional manner at all times
  • Target driven and proven ability to work to strict targets to achieve individual and team objectives
  • Previous utilities experience is preferred with gas / electricity supply experience being a distinct advantage
  • Excellent numerical skills an advantage
  • Experience of working with a CRM system would be beneficial
  • Strong Excel skills and good working knowledge of MS Office essential
  • Excellent analytical and creative problem solving skills.
  • Excellent verbal communication, written communication, interpersonal and presentation skills
  • Experience in working within a fast-paced, high volume,  high-growth environment

Type:     This is a 3 month contract initially with a view to permanency for the right person

Salary:  €28k plus €2k bonus

Location: Dublin Southside – easily accessible by public transport

NB. Due to the urgent requirement of this role, we can only accept applications from those with little or no notice to work.




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Anna Douglas

Anna Douglas