At a Glance
- Tasks: Manage complex customer complaints and turn challenges into positive outcomes.
- Company: Join ENGIE, a leader in the energy transition with a focus on trust.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Supportive team culture with a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer experiences in the energy sector.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 29700 - 36300 £ per year.
- Business Development / Sales / Marketing
- Permanent
- Full - Time
- Complaints Associate
At ENGIE, we believe the energy transition starts with trust.
When customers face problems, how we respond shows who we are.
We are looking for someone who can turn difficult situations into positive outcomes.
Your work will rebuild confidence and drive real improvement across our business.
In this role, you will manage our most complex customer complaints from start to finish.
You will be the main point of contact for customers going through difficult experiences.
Your goal is to find fair solutions while helping us learn and improve.
Here is what you will do
- Take full ownership of complex, high-risk complaints including Ombudsman, Citizens Advice, Executive and Legal cases.
- Ensure fair and timely resolution for every case you handle.
- Communicate clearly and with empathy throughout the complaint process.
- Lead thorough investigations by gathering evidence and identifying root causes.
- Recommend appropriate solutions in line with regulatory standards.
- Prepare and submit high-quality Ombudsman case files within agreed timescales.
- Ensure accuracy and compliance with all regulatory expectations.
- Coordinate Executive complaints on behalf of Senior Leaders.
- Provide clear summaries, findings and recommended outcomes.
- Work with internal teams including Legal, Risk, Compliance and Operations.
- Share insight from complex cases to improve processes and reduce repeat complaints.
- Help strengthen overall complaint performance across the business.
- Who Are You
You are someone who cares about fairness and accountability.
You stay calm under pressure and communicate with confidence.
You enjoy solving problems and making things better for others.
Here is what you bring
- Proven experience in complaint management, ideally within energy or a regulated environment.
- Excellent written and verbal communication skills.
- Ability to handle sensitive conversations with confidence and care.
- Strong analytical and investigative skills.
- Sound professional judgement on complex or legally sensitive matters.
- Ability to produce accurate, well-reasoned work within tight deadlines.
- Comfort managing competing priorities independently.
- Proficiency in Microsoft Office and case management systems.
- Strong organisational skills and self-motivation.
- GCSE Maths and English Grade C or above required.
- Degree level or equivalent preferred but not essential.
- Location
This role is based in our Leeds office.
You will be on site 2 days a week.
The remaining days can be worked from home.
Please contact the hiring team for any further details on flexible working options.
What We Offer
- A competitive salary with clear career progression pathways within ENGIE's growing UK operations.
- A diverse range of work, from Ombudsman cases to Executive complaints, keeping every day varied.
- A supportive, friendly team where collaboration and knowledge-sharing are valued.
- Flexibility and work-life balance with a hybrid working arrangement of 2 days on site per week.
- The opportunity to make a genuine impact on customer experience across the energy sector.
- Access to professional development and continuous learning opportunities.
- The chance to build a career path that reflects who you are.
- Why We Care
At ENGIE, every person has a role to play in accelerating the energy transition.
We want you to enjoy a fulfilling professional experience.
We want you to take on exciting challenges and grow with us.
ENGIE is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all.
We welcome applications regardless of age, disability, gender identity, race, religion, sexual orientation or any other characteristic protected by law.
If you need any reasonable adjustments during the recruitment process, please let us know. We are happy to support you in whatever way helps you perform at your best.
- Business Unit: Supply & Energy Management
- Division: BP B2B UK
- Legal Entity: ENGIE POWER LIMITED
- Company Name: ENGIE UK
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Complaints Associate in Leeds employer: ENGIE Group
ENGIE Group is an exceptional employer, offering a dynamic and collaborative work environment in the heart of London. With a strong focus on employee growth and development, we provide comprehensive training and career advancement opportunities, alongside a competitive benefits package that supports work-life balance. Join us to make a meaningful impact in environmental sustainability while working with a diverse team of professionals dedicated to excellence in data centre projects across EMEA.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Associate in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ENGIE Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ENGIE Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Associate in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ENGIE Group:Your cover letter is your chance to shine! Tell us why you want to work at ENGIE Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ENGIE Group!
How to prepare for a job interview at ENGIE Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
