Salary
£33,237 + quarterly bonus up to 16% of salary
Contract
Permanent
Location
British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working Style
Up to 4 weeks office‑based training with hybrid working opportunities post‑training (typically 2 days per month in the office)
Operating Hours
Monday to Friday 8am – 6pm
What You’ll Do
* Manage a portfolio of business customer complaints from first contact through to resolution or deadlock, taking full ownership throughout
* Investigate complex and high-level complaints, reviewing evidence to identify root causes and deliver fair outcomes
* Communicate clearly, confidently, and empathetically across both written and verbal interactions
* Make balanced decisions that consider customer outcomes, regulatory requirements, and commercial impact
* Work closely with internal teams, external partners, and stakeholders to drive effective and timely resolutions
* Handle escalated and high-risk cases with professionalism, accountability, and strong judgement
* Identify trends and recurring issues, contributing to improvements in processes and customer journeys
* Maintain accurate records and ensure all complaint handling meets quality standards and regulatory requirements
What You’ll Bring
* Experience handling complex or high-level customer complaints, ideally within a regulated environment
* Excellent written and verbal communication skills
* Ability to manage challenging situations with professionalism and resilience
* A proactive, solution-focused mindset with strong analytical and investigation skills
* Confident decision-making ability with a balanced, customer-focused approach
* Strong stakeholder engagement and influencing skills
* High levels of ownership, accountability, and attention to detail
* A collaborative, one-team mindset
Experience & Knowledge
* Previous experience in complaints handling in a customer contact role
* Previous experience of working with SME business customers
* Knowledge of regulatory frameworks or working within a regulated industry is desirable
* Confidence in managing escalated customer interactions and making outcome-based decisions
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