Charlie Mills

Team Leader Resolution @So Energy

I am currently the Resolutions Team leader within the complaints department at So Energy. My responsibilities involve overseeing various work streams, enhancing performance, and restoring trust for our valued customers. As the Resolutions Team leader within the complaints team I am tasked with efficiently managing interactions with third-party Alternative Dispute Resolution (ADR) services. My role involves facilitating communication and cooperation between our company and these third-party ADR services to ensure that our customers\' concerns are addressed transparently and in accordance with industry regulations and standards. This helps us maintain a high level of trust and satisfaction among our customer base while adhering to best practices for conflict resolution.Additionally, I\'m dedicated to the growth and development of my team. Recognising the importance of upskilling, I actively invest in training and coaching initiatives to empower my team members with the latest tools, techniques, and knowledge in conflict resolution and customer service. This commitment to upskilling not only elevates the expertise of my team but also contributes to our ability to handle complex complaints efficiently.