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- Tasks: Resolve customer complaints with empathy and professionalism while driving process improvements.
- Company: Join SSE, a leading energy company committed to a net zero future.
- Benefits: Enjoy flexible benefits, including healthcare discounts, wellbeing support, and generous family entitlements.
- Why this job: Make a real difference in customer experiences while working in a supportive environment.
- Qualifications: Experience in complaint handling and strong customer service skills are essential.
- Other info: Flexible working options available, with excellent career growth opportunities.
The predicted salary is between 34749 - 40939 £ per year.
Base Location: Cardiff or Perth – hybrid role working a minimum of two days a week from the office at one of the advertised locations.
Salary: £34,749 – £40,939 plus a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.
The role: As a Complaints Advisor you will play a key role in a company that places a strong emphasis on exceptional customer service and continuous improvement. You will resolve customer concerns, ensuring each interaction is handled with empathy, professionalism, and efficiency, and will contribute to process enhancements and cross‐team collaboration.
You will:
- Investigate, resolve, and report all customer‐related complaints, ensuring thorough and effective resolution that aligns with company standards and customer expectations. You will take ownership of each case, delivering timely solutions and keeping customers informed throughout the process.
- Build and maintain strong relationships with customers and internal teams, leveraging feedback and insights to continuously improve the customer experience and drive positive change across the business.
- Ensure full compliance with company policies, procedures and regulatory requirements, meticulously documenting and evidencing all actions taken to guarantee consistency and transparency in the complaints handling process.
- Act as the primary point of contact for operational colleagues, facilitating clear communication and ensuring customers are regularly updated on the status of their complaint, managing expectations and delivering outstanding service.
- Monitor potential claims closely to identify any risks or financial implications, implementing proactive strategies to minimise impact and safeguard the business from unnecessary costs or liabilities.
You have:
- Experience in complaint handling and compliance with proven ability to resolve customer complaints while ensuring adherence to company policies and regulatory standards.
- An adaptable communication style where you can tailor communication for different audiences, ensuring clarity, empathy and professionalism in all situations.
- Strong organisational skills to efficiently manage multiple complaint cases, prioritising tasks and following through to resolution with attention to detail.
- Excellent customer service skills where you consistently deliver a positive, empathetic experience, handling customer concerns with patience and a focus on finding effective solutions.
- A proactive mindset to identify trends and improvement opportunities, implementing changes to prevent future complaints and enhance customer experience.
About SSE: SSE has a bold ambition – to be a leading energy company in a net zero world. We invest around £10 million a day in home‐grown energy to help power a cleaner, more secure future by building the world's largest offshore wind farm and transforming the grid to deliver greener electricity to millions.
Benefits: Flexible benefits to fit your life – discounts on private healthcare and gym memberships, wellbeing benefits such as a free online GP and 24/7 counselling service, interest‐free loans on tech and transport season tickets, Cycle to Work scheme, generous family entitlements including maternity and adoption pay, and paternity leave.
We are an equal opportunity employer. SSE will make any reasonable adjustments you need to ensure a positive application experience. Please contact Lynsey at zoe.gillespie@sse.com to discuss how we can support you.
Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we're taking your application further. If offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.
Complaints Advisor employer: SSE PLC
Contact Detail:
SSE PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor
✨Tip Number 1
Get to know the company inside out! Research SSE's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Complaints Advisor, you'll need to handle customer concerns with empathy and professionalism. Role-play common scenarios with friends or family to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former SSE employees on LinkedIn. Ask them about their experiences and any tips they might have for acing the interview process.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're serious about joining SSE and ready to take the next step in your career.
We think you need these skills to ace Complaints Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in complaint handling and customer service. Use examples that showcase your ability to resolve issues with empathy and professionalism, just like we value at StudySmarter.
Showcase Your Communication Skills: Since communication is key in this role, demonstrate your adaptable communication style in your written application. We want to see how you can convey clarity and empathy, so don’t hold back on showing off your skills!
Highlight Organisational Skills: Mention your strong organisational skills and how you manage multiple cases efficiently. We love seeing candidates who can prioritise tasks and follow through to resolution, so make sure to include relevant examples.
Apply Through Our Website: Remember, we only accept applications made online, so head over to our website to submit yours. It’s the best way to ensure your application gets the attention it deserves, and we can’t wait to hear from you!
How to prepare for a job interview at SSE PLC
✨Know Your Stuff
Before the interview, make sure you understand SSE's values and how they relate to customer service. Familiarise yourself with common complaint scenarios and think about how you would handle them. This will show that you're proactive and ready to tackle challenges head-on.
✨Show Empathy
As a Complaints Advisor, empathy is key. Prepare examples from your past experiences where you've successfully resolved complaints by understanding the customer's perspective. This will demonstrate your ability to connect with customers and provide exceptional service.
✨Be Organised
During the interview, highlight your organisational skills. Discuss how you manage multiple cases and prioritise tasks effectively. You might even want to share a specific instance where your attention to detail made a difference in resolving a complaint.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about SSE's approach to continuous improvement in customer service or how they handle feedback from complaints. This shows your interest in the role and your commitment to contributing positively to the team.
