Overview
Are you passionate about delivering fair outcomes and making a real difference to customer experience? We’re looking for a Complaints Coordinator who will play a key role in resolving customer concerns with professionalism, empathy, and efficiency. In this role, you’ll be the voice of our company, ensuring every complaint is handled with care while protecting and enhancing our reputation. You will investigate issues, collaborate with internal teams, and manage escalations with the Ombudsman, CAB, and EHU to contribute to higher customer satisfaction and continuous service improvements.
Alongside your core responsibilities, you’ll provide ad hoc support to our Operational Support Team, ensuring the smooth running of daily business processes. This includes handling essential tasks such as meter reads, Letters of Authority, customer correspondence, and back-office administration, helping maintain compliance and strengthen operational efficiency.
Responsibilities
* Investigate customer complaints and escalations, coordinating with internal teams to resolve issues.
* Manage escalations with external bodies such as the Ombudsman, CAB, and EHU.
* Provide ad hoc support to the Operational Support Team (meter reads, Letters of Authority, customer correspondence, back-office administration) to ensure smooth daily operations.
Qualifications and Skills
* Experience handling customer complaints and escalations.
* Ability to analyse complex complaint and customer feedback issues and evidence findings.
* Strong written and verbal communication skills, with the ability to explain complex issues clearly and professionally.
* Ability to communicate effectively with empathy, transparency and reasoning.
What sets us apart?
* Global Impact: Offices in the UK, US, and Australia with plans for further expansion; opportunity to contribute on a global scale.
* Flexible Working: Work from anywhere in the world for up to 30 days a year to support work–life balance.
* Commitment to Diversity and Inclusion: We celebrate diverse backgrounds and value individuals irrespective of disability, religion, gender identity, sexuality, or ethnicity.
What does hybrid working mean to us?
Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.
What happens next?
Once we receive your application, it will be reviewed by a human. The average process typically takes around 2–3 weeks, with 2 stages of video interviews using Teams. Depending on the role, we may invite you for a face-to-face meeting or require only one video interview. If you have questions or need support, our Recruitment Team is available to assist you.
Ready to join us on our journey to digitise, decarbonise, and localize the future of energy? Apply now.
Accessibility and Support
We’re committed to making the application process easy and comfortable. Let us know how we can help with any reasonable adjustments tailored to your needs. At the bottom of each advert you can find contact details for our recruitment teams to discuss further.
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