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 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.
Salary – £33,237 + quarterly bonus of 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)
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