Complaints Associate

ENGIE UK; Leeds; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid work 2 days on-site

Career development

Professional development

Job summary

ENGIE UK in Leeds is seeking a skilled Complaints Manager to own complex, high-risk cases from start to finish. You will be the main contact for customers through challenging experiences, ensuring fair resolutions and business learning across teams.

You will lead investigations, gather evidence, and deliver high-quality Ombudsman files within timescales, working with Legal, Risk and Compliance. This role supports a hybrid model with on-site Leeds presence and UK-wide flexible working.

Qualifications

• Experience in complaint management, preferably within energy or regulated environment.
• Excellent written and verbal communication skills.
• Ability to handle sensitive conversations with confidence and care.
• Strong analytical and investigative skills.
• Sound professional judgement on complex or legally sensitive matters.
• Ability to produce accurate, well-reasoned work within tight deadlines.
• Comfort managing competing priorities independently.

Responsibilities

• Take full ownership of complex, high-risk complaints from start to finish.
• Be the main point of contact for customers going through difficult experiences.
• Lead investigations by gathering evidence and identifying root causes.
• Prepare and submit high-quality Ombudsman case files within agreed timescales.
• Coordinate Executive complaints for Senior Leaders.
• Work with Legal, Risk, Compliance and Operations.
• Share insights from complex cases to improve processes and reduce repeats.

Skills

Complaint management

Communication

Analytical skills

Judgement

Prioritization

Team collaboration

Education

GCSE Maths and English (C or above)

Degree preferred

Tools

Microsoft Office

Case management systems

Job description

At ENGIE, we believe the energy transition starts with trust. When customers face problems, how we respond shows who we are. We are looking for someone who can turn difficult situations into positive outcomes. Your work will rebuild confidence and drive real improvement across our business.

We Want You

In this role, you will manage our most complex customer complaints from start to finish. You will be the main point of contact for customers going through difficult experiences. Your goal is to find fair solutions while helping us learn and improve.

Here is what you will do:

• Take full ownership of complex, high-risk complaints including Ombudsman, Citizens Advice, Executive and Legal cases.
• Ensure fair and timely resolution for every case you handle.
• Communicate clearly and with empathy throughout the complaint process.
• Lead thorough investigations by gathering evidence and identifying root causes.
• Recommend appropriate solutions in line with regulatory standards.
• Prepare and submit high-quality Ombudsman case files within agreed timescales.
• Ensure accuracy and compliance with all regulatory expectations.
• Coordinate Executive complaints on behalf of Senior Leaders.
• Provide clear summaries, findings and recommended outcomes.
• Work with internal teams including Legal, Risk, Compliance and Operations.
• Share insight from complex cases to improve processes and reduce repeat complaints.
• Help strengthen overall complaint performance across the business.

Who Are You

You are someone who cares about fairness and accountability. You stay calm under pressure and communicate with confidence. You enjoy solving problems and making things better for others.

Here is what you bring:

• Proven experience in complaint management, ideally within energy or a regulated environment.
• Excellent written and verbal communication skills.
• Ability to handle sensitive conversations with confidence and care.
• Strong analytical and investigative skills.
• Sound professional judgement on complex or legally sensitive matters.
• Ability to produce accurate, well-reasoned work within tight deadlines.
• Comfort managing competing priorities independently.
• Proficiency in Microsoft Office and case management systems.
• Strong organisational skills and self-motivation.
• GCSE Maths and English Grade C or above required.
• Degree level or equivalent preferred but not essential.

Location

This role is based in our Leeds office. You will be on site 2 days a week. The remaining days can be worked from home. Please contact the hiring team for any further details on flexible working options.

What We Offer

• A competitive salary with clear career progression pathways within ENGIE's growing UK operations.
• A diverse range of work, from Ombudsman cases to Executive complaints, keeping every day varied.
• A supportive, friendly team where collaboration and knowledge-sharing are valued.
• Flexibility and work-life balance with a hybrid working arrangement of 2 days on site per week.
• The opportunity to make a genuine impact on customer experience across the energy sector.
• Access to professional development and continuous learning opportunities.
• The chance to build a career path that reflects who you are.

Why We Care

At ENGIE, every person has a role to play in accelerating the energy transition. We want you to enjoy a fulfilling professional experience. We want you to take on exciting challenges and grow with us.

ENGIE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all. We welcome applications regardless of age, disability, gender identity, race, religion, sexual orientation or any other characteristic protected by law.

If you need any reasonable adjustments during the recruitment process, please let us know. We are happy to support you in whatever way helps you perform at your best.

Business Unit: Supply & Energy Management

Division: BP B2B UK

Legal Entity: ENGIE POWER LIMITED

Company Name: ENGIE UK

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