An opportunity is available for a Complaints & Claims Specialist, based at our offices in Castle Donington.Reporting to the Customer Complaints and Claims Team Leader, you will be responsible for supporting Customer complaints and small claims through clear, empathetic communication.You will drive collaboration with internal and external stakeholders to support a resolution and recommend changes to improve customer experience and business performance.The successful candidate will ensure fair, timely resolution of complaints & small claims, while maintaining a positive customer experience and exercising autonomous decision-making within established guidelines.As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.About UsWe're National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.Main ResponsibilitiesOwn and asses the validity of customer claims, GSoP claims and complaints from inception to resolution. Providing regular and relevant updates in line with company standards.Act as the point of contact for receiving and resolving executive level complaints. Providing efficient resolutions for customers, whilst providing updates and insights to the executive team. Adhering to regulatory commitments and responsibilitiesTake ownership of complex complaints and claims and, improving speed of resolution and customer experience.Ensure all claims and appropriate complaints are managed in line with company policies and industry standards.Process relevant payments, including GSoP payments, promptly and accurately, adhering to company and regulatory standards.Contribute insights and feedback to enhance team performance and customer experience, evolving our way of working in line with our values and visionThe Ideal CandidateWe are looking for an exceptional communicator with excellent interpersonal skills, who has a strong focus on empathy and can actively listen in challenging situations.You'll need a collaborative mindset to work effectively across different teams and with a variety of stakeholders.It is important you can demonstrate your ability to negotiate effectively, using a proactive approach to resolve issues and see problems through to a mutually acceptable conclusion.This role requires you to work flexibly to manage and prioritise your own workload.Knowledge of Company policies and procedures, or the capability learn these quickly is essential.National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.About The CompanyJoining the UK's leading electricity distribution business means plenty of career opportunities and well-deserved recognition. We reward hard work and encourage ambition. So, as well as a competitive salary, you will also benefit from:26 days paid leave plus 8 bank holidays, up to 28 days with continuous serviceCompetitive contributory pension scheme (we double match your contributions up to a maximum of 12%)Contributory private healthcare scheme for you and your familySupport via our Employee Assistance Programme, including musculoskeletal and physiotherapy servicesFree on-site parking at all our main sitesThings you need to know As an equal opportunities employer who is committed to Diversity, Equity and Inclusion, we celebrate individual difference and are actively bringing in more employees from diverse backgrounds to build on our inclusive culture. We anonymise all applications in our recruitment system so we can eliminate unconscious bias and be a workplace that reflects the community we serve. Hiring managers only have access to necessary information at interview stage. If you require additional support to complete your online application, please email nged.recruitment@nationalgrid.co.ukRecruitment correspondence is usually sent by email, please check your email account including spam/junk folders regularly after the closing date.We reserve the right to close the vacancy early should sufficient numbers of suitable applications be received, so it would be best to apply as soon as you can.