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London, United Kingdom (Remote)
JOB #R2100545

Case Handler (6 month FTC) - Customer Feedback and Appeals

6 month fixed term contract - home based role (within UK)

Want to be a part of an exciting journey to transform energy efficiency across the UK?  

Are you a dynamic, self-starter, who has the capability and energy to delivery results? 

ICF is looking for several Customer Feedback and Appeals Case Handlers, who will be responsible for managing and delivering a responsive, efficient, high quality and customer focused, case management service. 

We are looking for flexible and diligent Case Handlers who can provide high quality customer service to a vast spectrum of customers and scheme users. As a Case Handler, you will be responsible for handling and managing customer and scheme user feedback through all forms of communication. Confident and empathetic, you will illustrate a flair for written and verbal communication as you help to satisfy objections by investigating and resolving complex problems through to resolution, whilst adhering to service levels for response all times. 

As a Case Handler you will: 


•    Take ownership and carry out full investigation and resolution of issues through listening probing and analysing customer feedback and concerns to determine the underlying needs of the customer or scheme user.
•    Minimise repeat correspondence by contacting customers and scheme users primarily by telephone and email to provide first contact resolution to their feedback
•    Comply with relevant policies and procedures in order to mitigate business risk.
•    Responsible for maintaining all information and correspondence relating to complaints and customer feedback on the appropriate databases 
•    Support continuous improvement by feeding back trends / observations and identifying emerging risks or potential opportunities•    Proactively managing your own portfolio of customers and scheme users, keeping them informed throughout the journey to resolve their issues in a timely manner. 

What sort of person are we looking for? 


•    Experience of handling customer feedback.
•    Very strong communication and influencing skills (both written and verbal) with the ability to explain complex issues in a simple and clear manner producing professional and articulate response letters. 
•    Excellent listening skills and ability to build rapport with customers. 
•    Ability to manage multiple priorities whilst achieving department and individual targets. 
•    Ability to handle customer and scheme user objections effectively through to resolution and make a final decision on the merits of the complaint. 
•    Flexible and adaptable to change. 
•    Excellent attention to detail, with a proactive and can-do approach to problem solving. 
•    Ability to multi-task, handle complaint volumes efficiently and think on your feet. •    Microsoft Technologies – Excel, Office 365, Teams etc.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.

GB Remote Office (GB99)

FILE UNDER
Quality Control

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.
LEARN MORE ABOUT ICF

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Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.