At a Glance
- Tasks: Manage complaints and enhance customer communications for a fast-growing energy company.
- Company: Join Hemiko, a leader in low-carbon energy solutions with a vibrant culture.
- Benefits: Competitive salary, bonus potential, flexible working, and health benefits.
- Other info: Dynamic environment with opportunities for career growth and personal development.
- Why this job: Make a real difference in customer experience while shaping communication standards.
- Qualifications: Experience in customer service or complaints handling, with strong communication skills.
The predicted salary is between 33000 - 40000 £ per year.
Hemiko are recruiting for a Complaints and Communication Manager, reporting to the Head of Customer Experience.
The successful candidate will be responsible for ensuring Hemiko meets its obligations under its complaints policy, maintaining strong oversight of complaint handling across the business, and driving high-quality, compliant, and consistent customer communications.
This role will work closely with Customer Service Agents to manage complaints effectively, ensure timely and appropriate responses, and identify recurring issues to prevent future complaints.
In addition, the role will own customer-facing communication standards, ensuring clarity, consistency, and compliance across all outbound communications.
We are looking for an organised, proactive and detail-oriented individual who is confident managing complaints, improving processes, and shaping customer communications across the business.
About Hemiko
Hemiko is a fast-growing innovative business which is looking to invest in and deliver over £1bn of heat network projects in the coming years.
We fund, design, build, operate and maintain low carbon district energy networks and building energy systems.
We work with local authorities, developers, house builders, and property owners to deliver low-carbon energy solutions at scale.
We are looking to lead on town and city scale decarbonisation and are committed to delivering high-quality services for the communities we serve.
The Role
We are looking for someone who is organised, self-motivated and able to take ownership of complaints and communications across the Customer Service function.
The candidate will need to be comfortable communicating with team members, external parties including clients and regulatory bodies.
They will be personable and a good communicator.
Key responsibilities
- Complaints Management & Compliance
- Ensure Hemiko complies with its complaints policy and all relevant regulatory requirements.
- Maintain oversight of all complaints, ensuring timely acknowledgement, investigation and resolution.
- Support Customer Service Agents in handling early-stage complaints while retaining ownership of escalated or complex cases.
- Monitor response times and quality to ensure compliance with internal standards and regulatory expectations.
- Produce complaints reporting and insights, supporting the Head of Customer Experience with regulatory and compliance submissions.
- Act as the central point of escalation for complaints, ensuring fair, consistent and well-documented outcomes.
- Insight, Prevention & Continuous Improvement
- Analyse complaint trends and identify recurring issues, root causes, and opportunities for improvement.
- Work with internal teams (e. g. operations, projects, billing) to address systemic issues and reduce complaint volumes.
- Proactively identify risks and intervene early to prevent complaints escalating.
- Recommend and support implementation of process and service improvements to enhance customer experience.
- Customer Communications Ownership
- Own the tone of voice and quality standards for all customer communications.
- Develop, review, and maintain templates for customer correspondence (complaints, service updates, billing communications, etc.).
- Lead on communications being delivered to our external customers, including the management and ownership of the process.
- Ensure all communications are clear, consistent, professional, and compliant.
- Operational Support
- Work alongside Customer Service Agents to manage tickets, calls, and customer queries where required.
- Provide guidance and coaching to the Customer Service team on complaint handling and effective communication.
- Support day-to-day service delivery during periods of high demand or operational pressure.
- Represent the Customer Service function in cross-functional meetings and ensure key operational updates are communicated effectively to the wider team.
Experience
- Experience in a customer service, complaints handling, or regulatory environment.
- Strong understanding of complaint management processes and the importance of compliance.
- Experience drafting customer communications, particularly in sensitive or complex situations.
- Exposure to reporting, data analysis, or identifying trends from customer feedback desirable.
Skills & Attributes
- Excellent written and verbal communication skills with a strong attention to detail.
- Ability to handle difficult conversations in a calm, fair, and solutions-focused manner.
- Strong organisational skills and ability to manage multiple priorities.
- Analytical mindset with the ability to identify patterns and drive improvements.
- Confident working across teams to influence outcomes and resolve issues.
- Customer-focused with a strong commitment to delivering fair and positive outcomes.
- High level of accountability and ownership.
- Remuneration and Info
- Remuneration: Base £33,000 (depending on experience).
- Discretionary bonus based on individual and business performance.
- An inclusive culture that promotes diversity.
- Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
- Pension plan provision.
- Private health care scheme available.
- Cycle to work scheme.
- Electric Car lease scheme.
- Health and well-being support.
- Continuing learning and development opportunities.
- Company PC/laptop, etc.
At Hemiko, we recognise that flexibility is important and are open to discussing working arrangements that support both individual circumstances and business needs.
We are proud to be an equal opportunities employer.
We welcome applications from all backgrounds regardless of ethnicity, gender or gender expression, disability, age, marital status, trade union activity, religious belief, sexual orientation, or socioeconomic background.
We are also an Armed Forces-friendly organisation and encourage applications from ex-service personnel, reservists, veterans, cadet instructors, and military spouses/partners
We value openness and collaboration, avoiding unnecessary complexity and silos.
We are a young, growing business in the rapidly expanding low-carbon energy sector, offering significant opportunities for career development and flexibility while delivering meaningful outcomes for the communities we serve.
Application
To apply, please complete the online application form on Bamboo HR. However for an informal chat please contact Adam Taylor, Head of Customer Experience:
adam. taylor@hemiko. com
Complaints & Communications Manager employer: Hemiko
Hemiko is an innovative and rapidly growing company in the low carbon energy sector, offering a supportive and flexible work environment that prioritises employee well-being and career development. With a commitment to equal opportunities and a collaborative culture, employees can expect meaningful work on impactful projects while enjoying benefits such as private healthcare, a generous holiday allowance, and opportunities for continuous learning. Join us in leading the charge towards decarbonisation and making a positive difference in communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Communications Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hemiko. 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 Hemiko 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 & Communications Manager
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 Hemiko:Your cover letter is your chance to shine! Tell us why you want to work at Hemiko 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 Hemiko!
How to prepare for a job interview at Hemiko
✨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.
