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Description

**Company** Remote work **Location** Barcelona office **Contract** Permanent ### **Job Description** Lead, coordinate and supervise the operation of the official bodies' complaints management service for Endesa Comercial (UTR Catalonia), ensuring compliance with agreed service levels, response quality, regulatory deadlines, and proper client communication, while driving continuous improvement and operational efficiency. ### **Your responsibilities will include** * Coordinate and supervise the team responsible for processing official bodies' complaints. * Plan and distribute workload according to incoming volumes and service priorities. * Ensure compliance with SLAs, legal deadlines, and established quality standards. * Supervise the technical and documentary quality of responses sent to official bodies. * Act as the primary point of contact with Endasa for operational service tracking, incident resolution, and performance review. * Monitor productivity, quality, and efficiency indicators, preparing periodic reports and proposing corrective actions when necessary. * Coordinate resolution of complex or highly critical cases, providing technical and operational support to the team. * Identify operational risks and implement preventive measures to minimize impact on service delivery. * Drive continuous improvement initiatives aimed at optimizing processes, reducing processing times, and enhancing service quality. * Coordinate team training, onboarding, and development, ensuring continuous knowledge updates on procedures and regulations. * Ensure compliance with applicable regulations, internal procedures, and data security and protection policies. ### **Requirements** * Knowledge of consumer protection regulations and official bodies' procedures (OMIC, General Directorates of Consumer Affairs, Arbitration Boards, CNMC, among others). * Ability to interpret regulatory frameworks and procedures. * Proficiency in Microsoft Excel (pivot tables, analytical functions and reporting), Word and PowerPoint. * Ability to analyze data, identify deviations and define action plans. ### **What we offer** * Join a well-established corporate group with national and international presence. * Permanent contract. * 100% remote working model. * Possibility to be assigned to centers in Seville, Barcelona or Madrid. * Excellent working environment. Our commitment is to foster workplaces where people are treated with respect and dignity, promoting professional development of staff and guaranteeing equal opportunities in recruitment, training, promotion, pay policy, working conditions and employment, occupational health, work schedule organization and work-life balance, offering a workplace free from any discrimination based on sex, gender, ethnic origin, race, age, sexual identity, disability, sexual orientation, religious beliefs, language, cultural background or educational level. #### **Take the step** If you want to grow within a company that champions innovation, stability and people, **Teknei** is where you belong. Join a team of professionals where your talent will make an impact from day one. Apply now and let’s build impactful technological solutions together.