At a Glance
- Tasks: Manage and resolve complex customer complaints while ensuring fair outcomes.
- Company: Join Centrica, a family of brands driving a greener future.
- Benefits: Competitive salary, quarterly bonuses, and hybrid working options.
- Other info: Fast-paced role with opportunities for professional growth and teamwork.
- Why this job: Make a real impact by helping customers and improving processes.
- Qualifications: Experience in handling high-level complaints and strong communication skills.
The predicted salary is between 33237 - 33237 £ per year.
We are Centrica! We're so much more than an energy company. We're a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we're powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you're developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes. Your work here isn't just a job; it's a mission. We all play a vital role in energising a greener, fairer future.
As a Business High Level Complaints Specialist, you'll be responsible for managing and resolving complex and high-level customer complaints end-to-end. You will act as a key point of contact for customers and stakeholders, ensuring fair, thorough, and commercially balanced resolutions while protecting the reputation of the business. This is a fast-paced and rewarding role where you will deal with challenging and sensitive customer situations, requiring strong judgement, resilience, and a customer-first mindset.
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)
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 of 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.
Business High Level Complaints Specialist - Leicester in Bugbrooke employer: Centrica
At Centrica, we pride ourselves on being more than just an energy company; we are a community dedicated to creating a sustainable future. As a Business High Level Complaints Specialist in Leicester, you will enjoy a supportive work culture that values your contributions and offers opportunities for professional growth. With competitive salaries, hybrid working options, and a focus on employee well-being, we empower our team members to thrive while making a meaningful impact in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Business High Level Complaints Specialist - Leicester in Bugbrooke
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know someone who knows someone, and a friendly chat can open doors you didn’t even know existed.
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially how they align with your passion for a greener future. We want to see that you’re not just looking for a job, but a mission!
✨Tip Number 3
Practice your communication skills. Whether it’s written or verbal, being clear and confident is key. We need to know you can handle those complex customer complaints with empathy and professionalism.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Business High Level Complaints Specialist - Leicester in Bugbrooke
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Business High Level Complaints Specialist role. Highlight your experience with complex customer complaints and how you've successfully resolved them in the past. We want to see how you can bring your unique skills to our mission!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear and concise. Use professional language but let your personality shine through. We love a good story, so share examples of how you've communicated effectively in challenging situations.
Demonstrate Problem-Solving Abilities:In your application, give us a glimpse of your analytical skills. Describe a time when you identified a root cause of a complaint and how you resolved it. We’re looking for proactive thinkers who can tackle issues head-on and contribute to improving customer journeys.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there. Let’s make an impact together!
How to prepare for a job interview at Centrica
✨Know the Company Inside Out
Before your interview, take some time to research Centrica and its mission. Understand their commitment to a greener future and how they operate. This will not only help you answer questions more effectively but also show your genuine interest in being part of their purpose-driven team.
✨Prepare for Scenario-Based Questions
Given the nature of the role, expect questions that assess your ability to handle complex complaints. Think of specific examples from your past experiences where you successfully resolved challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
As a Business High Level Complaints Specialist, strong communication is key. Practice articulating your thoughts clearly and empathetically. You might even want to do a mock interview with a friend to refine your verbal skills and ensure you can convey your ideas confidently.
✨Demonstrate Your Problem-Solving Mindset
Be ready to discuss how you approach problem-solving, especially in high-pressure situations. Highlight your analytical skills and your proactive attitude towards finding solutions. Employers love candidates who can think on their feet and come up with balanced decisions that consider both customer needs and business impact.
