Senior Complaints & Escalations Specialist

TXM Solutions; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

TXM Solutions is seeking an experienced Complaints & Escalations Handler to own escalated complaints and disputes for solar PV, battery storage and renewable energy installations with UK customers. The role requires calm, independent investigation, clear English communication and the ability to handle difficult British and American clients by phone and email.

You will investigate installation quality, technical faults, delays and warranties, decide the right remedy with technical teams, and

Qualifications

• 5+ years in complaints escalation, dispute resolution or senior customer support.
• Proven ability to independently investigate and resolve complex complaints.
• Experience supporting British or American customers, especially by telephone.
• Excellent spoken and written English, including formal complaint correspondence.
• Background in technical products, installations, utilities, engineering or telecommunications.

Responsibilities

• End-to-end ownership of escalated complaints through final resolution.
• Investigate concerns about installation quality, faults, delays, warranties and contracts.
• Decide remedies in alignment with technical teams and management.
• Communicate results clearly to customers and manage expectations.
• Coordinate with scheduling teams, maintain CRM case records, and report on open cases.

Skills

Complaints escalation

Dispute resolution

Customer communication

British/American customers

Investigation

Tools

CRM systems

Job description

TXM Solutions is seeking an experienced Complaints & Escalations Handler to own escalated complaints and disputes for solar PV, battery storage and renewable energy installations with UK customers. The role requires calm, independent investigation, clear English communication and the ability to handle difficult British and American clients by phone and email.

You will investigate installation quality, technical faults, delays and warranties, decide the right remedy with technical teams, and