At a Glance
- Tasks: Manage and resolve complex customer complaints, ensuring fair outcomes and protecting our reputation.
- Company: Join Centrica, a family of brands driving a cleaner, greener future.
- Benefits: Competitive salary, quarterly bonuses, hybrid working, and a supportive team environment.
- Other info: Fast-paced role with opportunities for personal growth and development.
- Why this job: Make a real impact by helping customers and improving their experiences.
- Qualifications: Experience in handling complex complaints and excellent communication skills required.
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 Stamford employer: Centrica
At Centrica, we pride ourselves on being more than just an energy company; we are a community 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 resilience and customer-first thinking, with opportunities for professional growth and a competitive salary package. Enjoy the flexibility of hybrid working after training, and be part of a mission-driven team where your contributions truly make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Business High Level Complaints Specialist - Leicester in Stamford
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to complaints handling. We suggest role-playing with a friend to build your confidence and get feedback on your responses.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've resolved complex customer complaints in the past. We want to see your analytical mindset in action!
✨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 proactive about their job search.
We think you need these skills to ace Business High Level Complaints Specialist - Leicester in Stamford
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see that you're not just looking for any job, but that you're genuinely excited about making a difference in customer experiences and contributing to a greener future.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in handling complex complaints. We love seeing how your skills align with our mission, so don’t hold back on showcasing your achievements!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate well-organised applications that make it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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
Prepare specific examples from your past experiences 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 the role requires excellent communication skills, practice articulating your thoughts clearly and confidently. Be ready to demonstrate your ability to communicate empathetically, especially when discussing sensitive topics. Role-playing with a friend can help you refine this skill.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how success is measured in the role, or what challenges the team is currently facing. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
