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- Tasks: Manage and resolve customer complaints with empathy and professionalism.
- Company: Join Corona Energy, a leading independent energy supplier with a supportive culture.
- Benefits: Competitive salary, bonus potential, flexible benefits, and private medical insurance.
- Other info: Opportunities for career progression and a commitment to diversity and inclusion.
- Why this job: Make a real difference by advocating for customers and improving their experiences.
- Qualifications: Strong complaint handling skills and the ability to work under pressure.
The predicted salary is between 30000 - 40000 ÂŁ per year.
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 in Leicester employer: Corona Energy
Contact Detail:
Corona Energy Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Customer Care Executive in Leicester
✨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 examples from your past experiences that highlight your skills in empathy and resolution. We want you to shine!
✨Tip Number 3
Don’t forget to prepare some questions for them too! This shows you’re genuinely interested in the role and the company. Ask about their approach to customer care or how they support their team in achieving KPIs.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the team at Corona Energy.
We think you need these skills to ace Complaints Customer Care Executive in Leicester
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 resolving complaints and advocating for customers.
Be Clear and Concise: Make sure your written responses are clear and to the point. We appreciate well-structured answers that demonstrate your ability to communicate effectively, especially in a fast-paced environment.
Highlight Relevant Experience: If you've got experience in complaints handling or customer service, make it known! We love seeing how your past roles have prepared you for this position, so don’t hold back on those details.
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 without any hiccups!
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 be ready to discuss how you've successfully managed similar situations in the past.
✨Showcase Your Empathy
Since this role requires high levels of empathy and emotional intelligence, prepare examples that demonstrate your ability to connect with customers. Think about times when you turned a negative experience into a positive outcome and be ready to share those stories.
✨Be KPI Savvy
Understand the key performance indicators (KPIs) relevant to the role. Be prepared to discuss how you’ve met or exceeded targets in previous positions. This shows that you’re results-driven and can thrive in a performance-focused environment.
✨Practice Clear Communication
As you'll need to produce well-reasoned written responses, practice articulating your thoughts clearly. Consider doing mock interviews with a friend or family member, focusing on how you explain complex issues simply and effectively.