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 Earl Shilton employer: Centrica
At Centrica, we pride ourselves on being more than just an energy company; we are a family of brands dedicated to creating a cleaner, greener future. As a Business High Level Complaints Specialist in Leicester, you will thrive in a supportive work culture that values purpose-driven work and offers robust employee growth opportunities. With competitive salaries, hybrid working options, and a commitment to your professional development, Centrica is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Business High Level Complaints Specialist - Leicester in Earl Shilton
✨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 by practising common questions and scenarios related to complaints handling. We recommend role-playing with a friend to boost your confidence and get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you’ve turned a challenging situation into a positive outcome. We want to see how you handle the heat!
✨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 are genuinely interested in joining our mission for a greener future.
We think you need these skills to ace Business High Level Complaints Specialist - Leicester in Earl Shilton
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 bit of character, so don’t be afraid to show us who you are!
Demonstrate Problem-Solving Abilities:In your application, share specific examples of how you've tackled challenging situations. We’re looking for a proactive, solution-focused mindset, so tell us about times when you’ve turned a complaint into a positive outcome for the customer.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Centrica
✨Know Your Stuff
Before the interview, make sure you understand Centrica's mission and values. Familiarise yourself with their approach to customer complaints and how they aim to energise a greener future. This will show that you're not just interested in the role, but also in the company’s purpose.
✨Showcase Your Experience
Be ready to discuss specific examples from your past roles where you've successfully managed complex customer complaints. Highlight your problem-solving skills and how you maintained professionalism in challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Communicate Clearly
Since this role requires excellent communication skills, practice articulating your thoughts clearly and confidently. During the interview, ensure you listen actively and respond empathetically to any questions. This will demonstrate your customer-first mindset and ability to handle sensitive situations.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. Inquire about the team dynamics, how success is measured in the role, or what challenges the team currently faces. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
