Complaints Coordinator

SmartestEnergy; Worthing; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

SmartestEnergy is seeking a Complaints Coordinator to help manage customer concerns with accuracy, care and professionalism. The role supports maintaining high levels of customer satisfaction and involves escalating issues as needed.

The position embraces hybrid working with a mix of office and remote days, and may involve travel between offices as required. You will work within a globally minded team focused on quality service.

Qualifications

• Experience handling customer complaints and escalations.
• Ability to analyse complex complaint and customer feedback issues and evidence findings.
• Ability to communicate effectively, showing empathy, transparency and reasoning.
• Strong communication skills, both written and verbal, with the ability to explain complex issues clearly and professionally.

Responsibilities

• Manage customer complaints and escalations with accuracy and care.
• Analyse and interpret feedback to identify underlying issues.
• Communicate findings and resolutions clearly to customers and internal teams.
• Support in maintaining high levels of customer satisfaction and service quality.

Skills

Complaint handling

Analysis of complex issues

Empathy

Clear communication

Job description

As our business continues to grow, so does the opportunity to make a real difference to our customers. We’re looking for a Complaints Coordinator to join our team and help manage any customer concerns, ensuring every issue is handled with accuracy, care and professionalism. While our complaint levels remain low compared with the wider market, this role will play an important part in meeting growing demand and maintaining high levels of customer satisfaction!

What skills/experience do I need to be successful?

• Experience handling customer complaints and escalations, ideally within a regulated environment;
• Ability to analyse complex complaint and customer feedback issues and evidence findings;
• Ability to communicate effectively, showing empathy, transparency and reasoning;
• Strong communication skills, both written and verbal, with the ability to explain complex issues clearly and professionally.

What sets us apart?

• Global Impact: With offices in the UK, US, and Australia, and plans for further expansion, you'll be part of a dynamic, globally-minded team, with opportunities to explore new markets and make a difference on a global scale.
• Flexible Working: Embrace the freedom to work from anywhere in the world for up to 30 days a year. We prioritize work-life balance, recognizing that your well-being matters. Find out more here.
• Commitment to Diversity and Inclusion: We celebrate our diverse culture and value individuals irrespective of background, disability, religion, gender identity, sexuality, or ethnicity. Join a team where diversity is not just welcomed but celebrated as a key driver of growth and innovation.

What does hybrid working mean to us?

Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.

What happens next?

Once we receive your application, it will be reviewed by a human – no bots here! The average process typically takes around 2-3 weeks, with 2 stages of video interviews using Teams. However, this can vary depending on the role. We may invite you for a face-to-face meeting or require only 1 video interview. If you have any questions or need support, our Recruitment Team is here to assist you.