Complaint Manager

As one of the fastest growing and highest rated commercial energy suppliers in the UK, we are looking to recruit an experienced Complaint Manager based at our offices in Guiseley, Leeds.

Reporting to our Customer Services Manager and Head of Operations we are fully focused on business customers and aim to provide first class customer service. The role is to oversee and manage the resolution of customer complaints, ensuring a high level of customer satisfaction and compliance with company standards, service level agreements (SLAs), and regulatory requirements.

The role involves root cause analysis, escalation management, and continuous improvement of the complaints handling process. This role is for a hard-working, logically minded motivated individual. This is the perfect way to boost your career opportunities and a great chance to join a fantastic team.

Responsibilities

• Act as the primary escalation point for serious, complex, or high-value customer complaints.
• Investigate complaints in depth, conducting thorough fact-finding, evidence gathering, and root cause analysis across multiple channels (phone, email, chat, written correspondence).
• Work collaboratively with stakeholders to assess the merits of each case and deliver a fair and balanced resolution.
• Provide timely, accurate, and empathetic communication to customers throughout the complaint journey, managing expectations clearly and professionally.
• Manage end-to-end complaint workflows, ensuring compliance with regulatory timescales, internal SLAs, and Ombudsman standards.
• Prepare clear, well-structured reports for both internal and external stakeholders, including monthly and quarterly submissions to regulatory partners.
• Identify recurring themes or systemic issues and present recommendations for operational or process improvements.
• Liaise with internal teams (Operations, Sales, TPI, Billing, Compliance) to resolve underlying causes and prevent repeat complaints.
• Develop and deliver training and coaching sessions to frontline teams to improve early complaint resolution and reduce escalations.
• Stay fully up to date with industry regulations, particularly Ofgem requirements and Energy Ombudsman processes.
• Contribute to continuous improvement initiatives, strengthening our complaint-handling framework and customer experience strategy.

The Individual

• Proven experience in a complaint handling or customer service leadership role.
• Strong communication skills (verbal and written)
• Excellent problem-solving and conflict-resolution skills.
• Ability to remain calm under pressure and handle sensitive situations with professionalism.
• Strong organisational and time management skills.
• Knowledge of CRM systems and customer service tools.
• Familiar with industry-specific regulations.
• Experience with Energy Ombudsman preferred but not essential.
• Proficient in Microsoft packages with extensive Microsoft Excel knowledge.

Join the Team

• Excellent salary based on your experience
• Mon – Fri 9am till 5pm
• Excellent Pension scheme with 8% employer contribution
• 25 days annual leave (plus Bank Holidays)
• Long-Term Service Benefit –Receive an additional day of annual leave every 5 years
• Holiday Purchase Scheme – Buy up to 5 additional days of leave per year
• Ongoing training & guidance provided
• A great working environment with real team spirit
• Company social events
• Health & Wellbeing program with GP consultations, mental health support and discounted gym memberships Cycle to Work Scheme