At a Glance
- Tasks: Investigate customer complaints and enhance communication quality for better service.
- Company: Brook Green Supply, a forward-thinking B2B energy supplier.
- Benefits: Gain valuable experience in customer service and quality assurance.
- Other info: Join a supportive team committed to fairness and equal opportunities.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 38250 - 46750 £ per year.
Brook Green Supply (BGS) is an independent B2B energy supplier providing tailored energy and Net-Zero solutions to industrial and commercial customers.
Within the Quality and Complaints function, the Junior Complaints & Quality Analyst supports fair customer outcomes by investigating complaints, progressing escalations and reviewing the quality of customer communications.
You will review customer conversations against Brook Green Supply’s agreed standards, identify recurring issues and share constructive findings with operational teams.
This role suits someone with customer service or customer operations experience who is keen to build expertise in complaints, quality assurance and customer experience improvement.
Essential Functions of the Job
- Handle and progress customer complaints and escalations in line with Brook Green Supply’s Complaints Procedure, seeking guidance when needed.
- Review account history, customer contact, billing information, internal notes and other evidence to establish the facts of a complaint.
- Work with operational teams to investigate root causes and identify appropriate actions to resolve customer concerns.
- Draft clear complaint responses, investigation summaries and customer updates for review where appropriate.
- Track complaint deadlines, maintain accurate records and highlight cases requiring escalation.
- Support fair, balanced resolutions for customers and the business.
- Identify recurring complaint themes, customer pain points and opportunities for service or process improvement.
- Contribute to complaint reporting and the accurate recording of case outcomes.
Quality of Conversation evaluations
- Review samples of telephone calls, emails and customer tickets against agreed quality standards.
- Assess the clarity, accuracy, tone, professionalism and customer focus of written and verbal interactions.
- Record evidence-based findings and provide constructive feedback to support colleague coaching.
- Identify patterns in communication quality, case ownership, investigation and expectation management.
- Support quality reporting, trend analysis and the identification of training or process improvement needs.
- Work with Team Leaders and operational teams to strengthen service standards and customer experience.
Skills & Experience Required
- Experience in customer service, customer operations or another customer-facing environment.
- Exposure to complaints, escalations, quality monitoring or customer experience improvement is desirable.
- Clear written and verbal communication skills, with the ability to draft professional customer correspondence.
- Strong attention to detail and the ability to review records and customer conversations objectively.
- An inquisitive, structured approach to investigation, problem-solving and identifying root causes.
- Sound judgement and empathy when supporting fair, well-reasoned customer outcomes.
- Good organisation skills and the ability to manage deadlines across varied tasks.
- A collaborative approach to working with colleagues across different teams.
- Proactive, receptive to feedback and motivated to develop new skills.
- Confident using Microsoft Excel, Word and Power Point where required.
- Experience in the energy industry is desirable but not essential.
Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.
We will never ask if you have a disability at any point in the recruitment process.
However, if you require any specific accommodations during the interview process, please let us know and we will do our best to support you.
Junior Complaints Handler & Quality of Conversation Analyst in London employer: Brook Green Supply
Brook Green Supply is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and sustainability are at the forefront. Employees benefit from hands-on experience in the energy sector, with ample opportunities for professional growth and collaboration across teams, all while contributing to meaningful decarbonisation strategies for clients. The company fosters a culture of inclusivity and support, ensuring that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Complaints Handler & Quality of Conversation Analyst in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Brook Green Supply. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Brook Green Supply before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Junior Complaints Handler & Quality of Conversation Analyst in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Brook Green Supply:Your cover letter is your chance to shine! Tell us why you want to work at Brook Green Supply specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Brook Green Supply!
How to prepare for a job interview at Brook Green Supply
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
