I work for company which is the energy efficiency division of a larger group (collective of companies) - the company installs energy efficiency measures, such as central heating systems, external wall insulation, cavity and loft insulation and a whole lot more. Predominantly I oversee all the customer service elements of the business across multiple departments, I create processes and procedures, provide training, advise re. enquiries and complaints handling, and I handle complex situations, insurance claims, and director level escalations.