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For Companies At a Glance
- Tasks: Manage and resolve customer complaints while ensuring top-notch service.
- Company: Join SSE, a leading energy company committed to a net zero future.
- Benefits: Enjoy flexible benefits, discounts on healthcare, and generous family entitlements.
- Why this job: Be part of a team making a real difference in energy and customer satisfaction.
- Qualifications: Strong communication skills and experience in customer service or complaints resolution.
- Other info: Inclusive workplace with excellent career growth opportunities.
The predicted salary is between 34749 - 40939 £ per year.
Base Location: For this role, we require successful applicants to be based from one of our Scottish locations – Perth, Aberdeen, or Inverness.
Salary: £34,749 - £40,939 + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.
The role:
At SSEN Transmission, we’re dedicated to delivering exceptional service to the communities we serve. That’s why we’re recruiting Complaints Coordinators to play a key role in our newly established Complaints Resolution Team. You’ll be responsible for recording, managing, and responding to complaints, compliments, and feedback related to our Transmission business, ensuring they are handled efficiently and in line with our new Complaints Process and KPIs. You will also work closely with internal stakeholders and subject matter experts to ensure timely and effective complaint resolution. If you thrive in a fast‑paced environment, enjoy problem solving, and take pride in delivering outstanding customer service, this could be the role for you.
You will:
- Own and manage complaints, compliments, and feedback from receipt to resolution, ensuring a clear and structured approach while maintaining accurate records in the complaints database.
- Escalate high‑value or complex complaints to the appropriate teams, ensuring compliance with response timelines and internal KPIs.
- Work closely with project teams, delivery teams, and key stakeholders to investigate, coordinate, and resolve complaints efficiently.
- Identify complaint trends, provide root cause analysis, and contribute to process improvements that enhance customer and stakeholder satisfaction.
- Ensure all responses are clear, professional, and aligned with best practices in complaint resolution, maintaining our reputation for customer service excellence.
You have:
- Excellent written and verbal communication abilities to engage effectively with both internal and external stakeholders.
- Previous experience in a customer‑facing, stakeholder engagement, or complaints resolution role, ideally within a regulated environment.
- Ability to analyse complaints, identify root causes, and work towards fair and effective solutions.
- Strong organisational skills to manage multiple complaints at various stages while maintaining accuracy and meeting deadlines.
- Confidence in engaging with different teams to ensure timely responses and proactive resolution of complaints.
About SSE:
SSE has a bold ambition – to be a leading energy company in a net zero world. We’re transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline. SSEN Transmission own and operate the electricity transmission network across the north of Scotland. We transport energy from where it is generated to where it is needed, ensuring a safe and reliable electricity supply for the communities we serve. But that’s not all – we’re upgrading the grid to deliver cleaner, homegrown energy for the future and building a network for net zero to create secure power for generations to come.
Flexible benefits to fit your life:
- Enjoy discounts on private healthcare and gym memberships.
- Wellbeing benefits like a free online GP and 24/7 counselling service.
- Interest‑free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme.
- As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer:
SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact louise.markwick@sse.com / 01738 351671 to discuss how we can support you. We’re dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
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’ll be taking your application further. If you’re offered a role with SSE, you’ll need to complete a criminality check and a credit check before you start work.
Complaints Coordinator employer: SSE PLC
Contact Detail:
SSE PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Coordinator
✨Tip Number 1
Get to know the company! Research SSEN Transmission and understand their values, especially their commitment to customer service excellence. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role requires excellent written and verbal abilities, consider doing mock interviews with friends or family. This will help you articulate your thoughts clearly and confidently when discussing your experience in complaints resolution.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral, which can significantly boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows that you’re serious about the position. Don’t forget to follow up after applying; a quick email can keep you on their radar!
We think you need these skills to ace Complaints Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in complaints resolution and customer service. We want to see how your skills align with the role of Complaints Coordinator, so don’t hold back!
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, professional, and free of errors. Use concise language to demonstrate your ability to engage effectively with stakeholders.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've successfully resolved complaints or issues in the past. This will show us that you’re ready to tackle challenges head-on.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the only way we accept applications, and it ensures your details are securely processed. We can’t wait to hear from you!
How to prepare for a job interview at SSE PLC
✨Know Your Complaints Process
Familiarise yourself with the complaints process outlined in the job description. Understand the key performance indicators (KPIs) and how they relate to complaint resolution. This will show that you’re proactive and ready to hit the ground running.
✨Showcase Your Communication Skills
Prepare examples of how you've effectively communicated with stakeholders in previous roles. Highlight your ability to engage both internal teams and customers, as this is crucial for a Complaints Coordinator. Practise articulating your thoughts clearly and professionally.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you identified root causes of complaints and implemented solutions. Be ready to discuss these examples during the interview, as they’ll illustrate your analytical skills and commitment to customer satisfaction.
✨Research SSEN Transmission
Get to know SSEN Transmission’s mission and values, especially their commitment to delivering exceptional service. Being able to align your personal values with theirs will make a strong impression and show that you’re genuinely interested in the role.