Complaints Coordinator

SmartestEnergy Limited; Worthing; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

SmartestEnergy Limited is seeking a Complaints Coordinator to investigate and manage customer concerns, ensuring every issue is handled with accuracy, care and professionalism. You’ll manage escalations involving the Ombudsman, CAB and EHU and work closely with teams across the business to drive effective resolutions.

The role requires analysing complex complaints, maintaining precise records and turning insights into service improvements.

Qualifications

• 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.

Skills

Customer complaints

Escalations

Analytical thinking

Communication skills

Job description

As our business continues to grow, so does the opportunity to make a real difference to our customers. We’re looking for aComplaints Coordinatorto 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!

You’ll investigate and manage a wide range of customer issues, including escalations involving the Ombudsman, Citizens Advice Bureau (CAB) and Energy Help Unit (EHU). Working closely with teams across the business, you’ll drive effective resolutions, maintain accurate records, identify recurring themes and use customer insight to help improve our services.

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.

If you're a generator or a commercial and industial (C&I) business, you're in the right place.

If you're a micro or smaller business you should visit our SmartestEnergy Business website.