Conciliator Position Description

Conciliator work area

Reporting to: Conciliation Team Manager

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Responsibilities
Duties
Key selection criteria
Additional information
Equal opportunity
Health & safety
Remuneration

Responsibilities

The role of Conciliator reports to the Conciliation Team Manager (CTM) and handles the receipt, investigation and resolution of complaints from customers about electricity, gas (natural and liquid petroleum) and water. On average each Conciliator will be managing about 40 complaints from receipt to resolution in line with documented case handling policies and processes, to ensure achievement of complaint related key performance indicators. The majority of complaints are
received and progressed over the telephone although most complaints also generate written correspondence.

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Duties

Investigate and facilitate the resolution of complaints from customers about electricity, gas
and water providers by managing a caseload of around 40 complaint investigations. Do this
in line with EWOV complaint handling policies and processes focusing on efficient and effective progression and resolution.

Deal with overflow customer telephone enquiries concerning electricity, gas and water issues in a highly professional manner and in accordance with EWOV policy and procedure.
Enquiries will mostly involve helping the customer contact an area of the electricity, gas or water company/ authority (scheme participant of the EWOV), which has the necessary authority to deal with the problem.

Input full details of each customer contact and subsequent actions on file directly into the
case management system (Resolve) and maintain high standards of data integrity.

Prepare letters to customers, scheme participants, other bodies as required, using a package of standard letters suitably adapted as required, for each case. Develop and use other correspondence to complement existing standard letters in the case management system.

Proactively seek advice from Complex Case Managers and other staff members on complex, difficult or sensitive cases, where appropriate.

Ensure regular follow-up of complaints, including information flow from scheme participants
and customers as required, and if required, make recommendations to your CTM about complaint upgrades.

Participate in EWOV’s learning and development program and actively pursue individual development plans.

Identify possible systemic issues and notify the EWOV staff member responsible for systemic issues in line with EWOV policy and process.

Undertake additional tasks as directed by your CTM including but not limited to:
- participation in regional visits which may involve overnight stays

quality assessment work to support quality team outcomes
attendance at EWOV functions, some of which may be outside normal business hour

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Key Selection Criteria

Excellent written and verbal communication skills including highly developed listening skills
The ability to establish a rapport with customers over the phone and a genuine desire
and ability to assist in resolving customers’ disputes with scheme participants
Demonstrated excellent investigation and negotiation skills
Highly developed open, analytical and lateral thinking and problem solving skills
Developed understanding of the key principles of alternative dispute resolution including
a working understanding of independence
Excellent time management and administrative skills with the ability to assess, priortise
and complete set tasks
Ability to work as part of a small close knit and professional team in a way that supports and promotes EWOV’s cultural values and supports the achievement of organisational objectives
Initiative and willingness to undertake extra tasks as required and requested
High level of PC literacy working in a Windows environment
Tertiary qualification - desirable but not essential