Complaints Coordinator in Londonderry

Budget Energy is seeking a proactive, organised, and customer-focused Complaints Coordinator to join our team in Derry. This role is central to ensuring that every customer receives a fair, transparent, and timely resolution to their concerns across both residential and commercial markets in Northern Ireland. Operating within a highly regulated environment, the Complaints Coordinator will manage complaints from initial receipt through to final resolution. You'll ensure all cases are handled in line with regulatory standards, internal policies, and our commitment to delivering an exceptional customer experience. A key part of this role includes managing and resolving CCNI escalated complaints, working closely with the Consumer Council for Northern Ireland (CCNI) to support fair outcomes and maintain strong regulatory relationships. You will also play a vital role in identifying trends, supporting continuous improvement, and contributing insights that help shape how we serve our customers.

Key Responsibilities

• Managing the full lifecycle of customer complaints, ensuring all cases are logged, acknowledged, and resolved within regulatory and internal deadlines.
• Handling CCNI escalated complaints, liaising directly with the Consumer Council for Northern Ireland to provide timely updates, evidence, and resolutions.
• Conducting independent case reviews to reach fair, evidence-based decisions and determine appropriate remedial actions.
• Investigating customer issues thoroughly and providing clear, accurate, and timely resolutions.
• Drafting and issuing final response letters in line with Budget Energy policies and consumer regulations.
• Acting as an escalation point for complex or sensitive complaints, ensuring swift and effective resolution.
• Supporting error resolution processes by prioritising logged errors and coordinating with internal teams.
• Contributing to customer-focused initiatives and process improvements to enhance the overall service experience.
• Maintaining regular communication with customers via phone, email, and written correspondence, keeping them informed throughout their case journey.
• Ensuring gestures, refunds, and agreed resolutions are processed accurately and recorded appropriately.
• Meeting and maintaining KPI targets related to complaint handling and service quality.
• Supporting internal teams with refresher training on complaints, errors, GDPR, and regulatory requirements.
• Analysing complaint trends to identify opportunities for performance and process improvements.
• Preparing weekly, monthly, and quarterly reports and presenting key insights in Complaints Review meetings with department leaders and senior management.
• Acting as a subject matter expert on company and departmental projects as required.
• Carrying out additional duties aligned with the needs of the business.

Candidate Profile

• At least two years' experience in a customer-facing role, ideally with exposure to complaints, case management, or error handling in a regulated environment.
• Experience managing escalated or regulatory complaints, including CCNI or similar bodies, is highly advantageous.
• Strong decision-making skills and the confidence to manage complex cases independently.
• Excellent communication abilities - written, verbal, and interpersonal - with a calm and professional approach to conflict resolution.
• Exceptional organisational and multitasking skills, with the ability to work under pressure and meet strict deadlines.
• High attention to detail and a commitment to accuracy and fairness.
• Competence in data analysis and reporting, with the ability to present insights to senior stakeholders.
• Strong IT proficiency, including Microsoft Office and experience with ERP or case management systems.
• A third-level qualification (desirable but not essential).

Budget Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.