Complaints Associate

Engie; Leeds; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid working arrangement of 2 days a

Career progression

Professional development

Supportive team

Job summary

ENGIE UK seeks an experienced complaint manager to own complex, high-risk cases from start to finish. You will be the main contact for customers going through difficult experiences, aiming for fair solutions while learning and improving processes.

You will collaborate with Legal, Risk, Compliance and Operations to investigate, gather evidence, and present clear findings. This role emphasizes fairness, accountability and impact on customer experience across the energy sector.

Qualifications

• 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.
• GCSE Maths and English Grade C or above required.
• Degree level or equivalent preferred but not essential.

Responsibilities

• 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.

Skills

Complaint management

Communication skills

Analytical skills

Regulatory understanding

Education

GCSE Maths & English Grade C or above

Degree level or equivalent 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.

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.

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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