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 Twyford 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 Twyford
✨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 issues in the past. We want to see that customer-first 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 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 Twyford
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. Remember, we’re looking for someone who can communicate confidently and empathetically!
Demonstrate Problem-Solving Abilities:In your application, share specific examples of how you've tackled challenging situations. We love seeing a proactive, solution-focused mindset, so don’t hold back on showcasing your analytical skills and decision-making prowess!
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, it shows us you’re serious about joining our team at Centrica and making a difference!
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 roles where you've successfully managed complex customer complaints. Highlight your problem-solving skills and how you’ve made balanced decisions that consider both customer outcomes and business needs. This will demonstrate your capability for the role.
✨Practice Empathy
Since this role involves handling sensitive situations, practice how you would communicate empathetically with customers. Role-play potential scenarios with a friend or family member to refine your verbal and written communication skills, ensuring you come across as both confident and compassionate.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about how Centrica measures success in complaint resolution or what challenges the team currently faces. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.
