Complaints & Communications Manager

Hemiko; Rockcliffe; On-site; GBP 29,700 - 36,300; Full time

Benefits offered by this job

Pension plan

Private health care

Cycle to work

Electric car lease

Wellbeing support

Learning & development

Company laptop

Leave allowance

Inclusive culture

Job summary

Hemiko is recruiting a Complaints and Communication Manager to join the Customer Experience function. This role will own complaints handling oversight, ensuring timely investigations and compliant, clear customer communications across the business.

The successful candidate will work with Customer Service Agents to manage complaints, identify recurring issues, and shape outward communications with a consistent tone and professional standard.

Qualifications

• Experience in customer service, complaints handling or regulatory environments.
• Strong understanding of complaint management processes and compliance.
• Experience drafting customer communications in sensitive situations.
• Exposure to reporting, data analysis, or identifying trends from feedback.

Responsibilities

• Ensure compliance with complaints policy and regulatory requirements.
• Maintain oversight of all complaints with timely acknowledgement, investigation and resolution.
• Support agents in early-stage complaints while owning escalated cases.
• Monitor response times and quality to meet internal standards and regulations.
• Produce complaints reporting and insights for regulatory submissions.
• Act as central escalation point for complaints with fair, documented outcomes.
• Analyse trends and identify root causes for continuous improvement.
• Develop templates and maintain tone of voice for customer communications.
• Lead on external communications and ensure clarity, professionalism and compliance.
• Provide coaching to Customer Service on complaint handling and communication.
• Support service delivery during high demand and cross-functional updates.

Skills

Customer service

Complaints handling

Regulatory compliance

Communication

Data analysis

Process improvement

Team collaboration

Job description

Hemiko are recruiting for a Complaints and Communication Manager, reporting to the Head of Customer Experience.

The successful candidate will be responsible for ensuring Hemiko meets its obligations under its complaints policy, maintaining strong oversight of complaint handling across the business, and driving high-quality, compliant, and consistent customer communications.

This role will work closely with Customer Service Agents to manage complaints effectively, ensure timely and appropriate responses, and identify recurring issues to prevent future complaints. In addition, the role will own customer-facing communication standards, ensuring clarity, consistency, and compliance across all outbound communications.

We are looking for an organised, proactive and detail-oriented individual who is confident managing complaints, improving processes, and shaping customer communications across the business.

About Hemiko

Hemiko is a fast-growing innovative business which is looking to invest in and deliver over £1bn of heat network projects in the coming years. We fund, design, build, operate and maintain low carbon district energy networks and building energy systems.

We work with local authorities, developers, house builders, and property owners to deliver low-carbon energy solutions at scale. We are looking to lead on town and city scale decarbonisation and are committed to delivering high-quality services for the communities we serve.

The Role

We are looking for someone who is organised, self-motivated and able to take ownership of complaints and communications across the Customer Service function.

The candidate will need to be comfortable communicating with team members, external parties including clients and regulatory bodies. They will be personable and a good communicator.

Key responsibilities:

• Ensure Hemiko complies with its complaints policy and all relevant regulatory requirements.
• Maintain oversight of all complaints, ensuring timely acknowledgement, investigation and resolution.
• Support Customer Service Agents in handling early-stage complaints while retaining ownership of escalated or complex cases.
• Monitor response times and quality to ensure compliance with internal standards and regulatory expectations.
• Produce complaints reporting and insights, supporting the Head of Customer Experience with regulatory and compliance submissions.
• Act as the central point of escalation for complaints, ensuring fair, consistent and well-documented outcomes.

Insight, Prevention & Continuous Improvement

• Analyse complaint trends and identify recurring issues, root causes, and opportunities for improvement.
• Work with internal teams (e.g. operations, projects, billing) to address systemic issues and reduce complaint volumes.
• Proactively identify risks and intervene early to prevent complaints escalating.
• Recommend and support implementation of process and service improvements to enhance customer experience.

Customer Communications Ownership

• Own the tone of voice and quality standards for all customer communications.
• Develop, review, and maintain templates for customer correspondence (complaints, service updates, billing communications, etc.).
• Lead on communications being delivered to our external customers, including the management and ownership of the process.
• Ensure all communications are clear, consistent, professional, and compliant.

Operational Support

• Work alongside Customer Service Agents to manage tickets, calls, and customer queries where required.
• Provide guidance and coaching to the Customer Service team on complaint handling and effective communication.
• Support day-to-day service delivery during periods of high demand or operational pressure.
• Represent the Customer Service function in cross-functional meetings and ensure key operational updates are communicated effectively to the wider team.

Experience

• Experience in a customer service, complaints handling, or regulatory environment.
• Strong understanding of complaint management processes and the importance of compliance.
• Experience drafting customer communications, particularly in sensitive or complex situations.
• Exposure to reporting, data analysis, or identifying trends from customer feedback desirable.

Skills & Attributes

• Excellent written and verbal communication skills with a strong attention to detail.
• Ability to handle difficult conversations in a calm, fair, and solutions-focused manner.
• Strong organisational skills and ability to manage multiple priorities.
• Analytical mindset with the ability to identify patterns and drive improvements.
• Confident working across teams to influence outcomes and resolve issues.
• Customer-focused with a strong commitment to delivering fair and positive outcomes.
• High level of accountability and ownership.

Remuneration and Info

• Remuneration: Base £33,000 (depending on experience).
• Discretionary bonus based on individual and business performance.
• An inclusive culture that promotes diversity.
• Holidays 25 days a year plus statutory holidays - with an option to purchase, or sell, up to an additional 5 days per annual leave year.
• Pension plan provision.
• Private health care scheme available.
• Cycle to work scheme.
• Electric Car lease scheme.
• Health and well-being support.
• Continuing learning and development opportunities.
• Company PC/laptop, etc.

At Hemiko, we recognise that flexibility is important and are open to discussing working arrangements that support both individual circumstances and business needs.

We are proud to be an equal opportunities employer. We welcome applications from all backgrounds regardless of ethnicity, gender or gender expression, disability, age, marital status, trade union activity, religious belief, sexual orientation, or socioeconomic background. We are also an Armed Forces-friendly organisation and encourage applications from ex-service personnel, reservists, veterans, cadet instructors, and military spouses/partners

We value openness and collaboration, avoiding unnecessary complexity and silos. We are a young, growing business in the rapidly expanding low-carbon energy sector, offering significant opportunities for career development and flexibility while delivering meaningful outcomes for the communities we serve.