At a Glance
- Tasks: Manage and resolve customer complaints, ensuring satisfaction and compliance with standards.
- Company: Fast-growing commercial energy supplier in the UK with a focus on customer service.
- Benefits: Excellent salary, pension scheme, 25 days leave, and health support.
- Other info: Inclusive culture welcoming diverse backgrounds and offering ongoing training.
- Why this job: Join a fantastic team and boost your career in a dynamic environment.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
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
Complaint Manager in Cheltenham employer: United Gas & Power
At UGP, we pride ourselves on being one of the fastest growing and highest rated commercial energy suppliers in the UK, offering a dynamic work environment in Guiseley, Leeds. Our commitment to first-class customer service is matched by our dedication to employee growth, providing ongoing training, a supportive team culture, and a comprehensive benefits package including an excellent pension scheme and health & wellbeing support. Join us to be part of a diverse and inclusive team where your contributions are valued and career opportunities abound.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Manager in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United Gas & Power. 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 United Gas & Power 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 Complaint Manager in Cheltenham
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 United Gas & Power:Your cover letter is your chance to shine! Tell us why you want to work at United Gas & Power 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 United Gas & Power!
How to prepare for a job interview at United Gas & Power
✨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.
