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- Tasks: Manage a high-volume caseload of complex customer complaints with empathy and professionalism.
- Company: Join Corona Energy, a leading independent energy supplier with a supportive culture.
- Benefits: Enjoy competitive salary, bonuses, flexible benefits, and private medical insurance.
- Other info: Opportunities for career progression and personal development in a dynamic environment.
- Why this job: Make a real difference by advocating for customers and resolving their issues effectively.
- Qualifications: Experience in complaints handling or customer service, with strong communication skills.
The predicted salary is between 30000 - 40000 ÂŁ per year.
Customer Care Executive – Complaints
Location: Coventry (Office based)
Reporting to: Complaints Manager
Salary: Competitive + bonus + benefits
About Us
Corona Energy is a leading independent energy supplier with over 30 years’ experience in servicing UK businesses. We currently supply 14% of the industrial and commercial gas market, supporting around 17,000 customers and managing over 84,000 meters. Our people are at the heart of our success, with the vast majority rating us as a great place to work.
About the role
We are looking for a passionate, resilient and performance‑focused Complaints Executive to join our Complaints team. This is a fast‑paced role with high levels of ownership, where success is measured not only by customer outcomes, but also by your ability to consistently meet quality, productivity and resolution KPIs. The ideal person will have strong experience of working in a regulated environment within Complaints team. In this role, you will manage a caseload of queries end to end (around 100 complaints). While the role is customer‑focused and deadline‑driven, it will require excellent organisation and accountability skills.
What you will be doing:
- Taking end‑to‑end ownership of a high‑volume, complex complaints caseload
- Handling escalated and high‑impact complaints, including executive‑level cases
- Investigating complaints thoroughly while balancing empathy, evidence and commercial outcomes
- Delivering high‑quality resolutions within agreed KPIs, SLAs and compliance timescales
- Working in a performance‑driven environment, with clear expectations around:
- Resolution turnaround times
- Quality scores and audit outcomes
- Caseload management and productivity
What we are looking for:
You may already have complaints experience, or be stepping up from customer service, case management or regulated contact‑centre roles. What’s essential is that you can demonstrate:
- Strong complaint handling or customer resolution skills in challenging situations
- A genuine passion for delivering fair outcomes and advocating for customers
- High levels of empathy, emotional intelligence and professionalism
- The ability to work effectively to KPIs, targets and strict deadlines
- Confidence managing a large personal caseload independently
- A learning mindset and the resilience to adapt in a fast‑changing environment
- A quality‑first approach, even when working under performance pressure
- Excellent written and verbal communication skills
- Experience in utilities, regulated environments or Ombudsman‑related complaints is desirable, but not essential if you have the right attitude and transferable skills.
Why join us?
- A role with genuine ownership, accountability and visibility
- Clear performance measures with support to help you succeed
- Structured development into regulated, high‑level complaints handling
- Competitive salary and comprehensive benefits package
- Bonus potential based on performance
- Annual leave, flexible benefits and birthday leave
- Private medical insurance, life insurance and income protection
- Career progression opportunities across the business
At Corona Energy, we believe that diversity and inclusion are essential to driving innovation and discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences.
As a Disability Confident Employer, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance, please speak to a member of the recruitment team.
Complaints Customer Care Executive employer: Corona Energy
Contact Detail:
Corona Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Customer Care Executive
✨Tip Number 1
Get to know the company inside out! Research Corona Energy, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for the role.
✨Tip Number 2
Practice your responses to common interview questions, especially around complaints handling. Think of real-life examples where you've turned a negative situation into a positive outcome. We want to hear your stories!
✨Tip Number 3
Don’t forget to ask questions during your interview! It shows you're genuinely interested in the role and helps you figure out if it's the right fit for you. Plus, it’s a great way to demonstrate your critical thinking skills.
✨Tip Number 4
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 take that extra step to connect with us directly.
We think you need these skills to ace Complaints Customer Care Executive
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer care shine through! We want to see that you genuinely care about delivering fair outcomes and advocating for customers.
Be Clear and Concise: Make sure your written responses are clear, accurate, and well-structured. We appreciate a quality-first approach, so take the time to proofread and ensure your application reflects your best work.
Highlight Relevant Experience: If you've got experience in complaints handling or customer service, make it known! Even if you're stepping up from another role, show us how your skills are transferable and relevant to this position.
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 and shows us you're serious about joining our team!
How to prepare for a job interview at Corona Energy
✨Know Your Stuff
Before the interview, make sure you understand Corona Energy's values and the specifics of the Complaints Customer Care Executive role. Familiarise yourself with common complaints handling processes and think about how your past experiences align with their expectations.
✨Showcase Your Empathy
During the interview, highlight your ability to handle challenging situations with empathy and professionalism. Share specific examples where you've successfully resolved complaints or advocated for customers, demonstrating your emotional intelligence and commitment to fair outcomes.
✨Be KPI Savvy
Since this role is performance-driven, be prepared to discuss how you've met KPIs in previous roles. Bring up any metrics or targets you've achieved, and explain how you prioritised your workload to meet those demands while maintaining quality.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the types of complaints you'll be handling, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.