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. From investigating issues and collaborating with internal teams to managing escalations with the Ombudsman, CAB, and EHU, your work will directly contribute to higher customer satisfaction and continuous service improvements.
Alongside your core responsibilities, you'll also 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. Your contribution will help maintain compliance, strengthen operational efficiency, and keep things running seamlessly for both customers and colleagues.
What skills/experience do I need to be successful?
* Experience handling customer complaints and escalations;
* Ability to analyse complex complaint and customer feedback issues and evidence findings;
* Strong communication skills, both written and verbal, with the ability to explain complex issues clearly and professionally;
* Ability to communicate effectively, showing empathy, transparency and reasoning.
What sets us apart?
* Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
* Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.
* Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.
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 – no bots here The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.
Ready to join us on our journey to digitise, decarbonise, and localize the future of energy? Apply now.
We're committed to making the application process easy and comfortable. Let us know how we can help you with any reasonable adjustments that can be tailored to your needs. At the bottom of each of our adverts you can find one of our recruitment teams' contact details. Please reach out so we can discuss with you further.
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