At a Glance
- Tasks: Manage and resolve business customer complaints with ownership and professionalism.
- Company: Join British Gas, a leader in customer service excellence.
- Benefits: Competitive salary, quarterly bonuses, and hybrid working options.
- Other info: Enjoy a collaborative environment with opportunities for growth and development.
- Why this job: Make a real difference by improving customer experiences and driving positive outcomes.
- Qualifications: Experience in handling complex complaints and strong communication skills required.
The predicted salary is between 33237 - 33237 £ per year.
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)
Business High Level Complaints Specialist in Leicester employer: Centrica Plc
At British Gas, we pride ourselves on being an exceptional employer, offering a supportive work culture that values collaboration and professional growth. Our Business High Level Complaints Specialists enjoy a competitive salary, a generous quarterly bonus, and the flexibility of hybrid working arrangements after training, all while making a meaningful impact in resolving customer issues. With a focus on employee development and a commitment to quality service, we empower our team members to thrive in their roles and contribute to continuous improvement within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Business High Level Complaints Specialist in Leicester
✨Tip Number 1
Get to know the company inside out! Research British Gas and understand their values, especially around customer service. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be handling complex complaints, it’s crucial to articulate your thoughts clearly. Try role-playing with a friend or family member to boost your confidence in both written and verbal interactions.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you’ve successfully resolved challenging situations. Be ready to discuss these during interviews to demonstrate your proactive, solution-focused mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Business High Level Complaints Specialist in Leicester
Some tips for your application 🫡
Showcase Your Experience:When applying, make sure to highlight your experience with handling complex customer complaints. We want to see how you've taken ownership of issues and resolved them effectively, especially in a regulated environment.
Communicate Clearly:Your written application should reflect the excellent communication skills we value. Be clear and concise, and don’t shy away from showing your empathetic side. Remember, we’re looking for someone who can connect with customers through their words.
Demonstrate Problem-Solving Skills:We love a proactive mindset! In your application, share examples of how you've tackled challenging situations and made balanced decisions. This will show us that you have the analytical skills we need for this role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at Centrica Plc
✨Know Your Complaints Inside Out
Before the interview, brush up on your experience with handling complex customer complaints. Be ready to share specific examples that showcase your problem-solving skills and how you’ve navigated challenging situations. This will demonstrate your expertise and confidence in managing high-level complaints.
✨Communicate with Clarity and Empathy
Since the role requires excellent communication skills, practice articulating your thoughts clearly and empathetically. Use role-play scenarios to simulate potential interview questions, focusing on how you would handle difficult conversations. This will help you convey your ability to connect with customers and stakeholders effectively.
✨Showcase Your Analytical Skills
Prepare to discuss how you identify root causes of complaints and implement solutions. Think of instances where your analytical mindset led to improved processes or customer journeys. Highlighting these experiences will show that you can contribute to the company’s goal of delivering fair outcomes.
✨Demonstrate Stakeholder Engagement
Be ready to talk about your experience working with various teams and stakeholders. Share examples of how you’ve collaborated to resolve issues or improve processes. This will illustrate your ability to work within a team and influence others, which is crucial for this role.
