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For Companies 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: Competitive salary, excellent pension, 25 days leave, and health support.
- Why this job: Join a fantastic team and boost your career in a dynamic environment.
- Qualifications: Experience in complaint handling, strong communication, and problem-solving skills.
- Other info: Inclusive culture welcoming diverse backgrounds and offering ongoing training.
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 employer: United Gas & Power
Contact Detail:
United Gas & Power Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaint management. We recommend role-playing with a friend to get comfortable with your responses and showcase your problem-solving skills.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great chance to reiterate why you’re the perfect fit for the Complaint Manager position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our fantastic team.
We think you need these skills to ace Complaint Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaint Manager role. Highlight your experience in complaint handling and customer service leadership, and don’t forget to showcase those strong communication skills we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention specific experiences that demonstrate your problem-solving abilities and how you’ve handled complex complaints in the past.
Showcase Your Skills: In your application, be sure to highlight your organisational and time management skills. We want to see how you can manage end-to-end complaint workflows while staying calm under pressure. Give us examples!
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at United Gas & Power
✨Know Your Stuff
Before the interview, make sure you’re well-versed in the company’s values and customer service philosophy. Familiarise yourself with common complaint scenarios in the energy sector and think about how you would handle them. This shows that you’re not just interested in the role but also in the company’s mission.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you successfully resolved complex complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your logical thinking and ability to remain calm under pressure, which is crucial for a Complaint Manager.
✨Communicate Clearly and Empathetically
During the interview, practice clear and empathetic communication. Since the role involves managing sensitive situations, showing that you can convey information professionally while being understanding will set you apart. Think about how you would explain a difficult situation to a customer and reflect that in your responses.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the current challenges the team faces in complaint handling or how they measure customer satisfaction. This not only shows your interest in the role but also your proactive approach to understanding the business better.