Customer Case Manager

ENWL; Preston; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

An annual bonus scheme

25 days annual leave increasing with 4

Salary sacrifice car scheme

Private Healthcare

Employee rewards portal

Market-leading contributory pension

Employee assistance programme

Professional development through L&D

Job summary

SP Electricity North West is seeking a dedicated Complaints Case Manager to own level 2 customer complaints and provide satisfactory resolutions to investigations involving the Ombudsman, CEO and MPs. You will guide other team members, ensure accurate investigations, and maintain first-time resolution within regulatory targets.

Role requires experience in complaint management, strong communication, and solid knowledge of industry rules.

Qualifications

• Experience handling customer complaints up to regulator-facing stages.
• Strong written and verbal communication skills.
• Ability to interpret policies and balance customer and business needs.
• Knowledge of relevant industry regulations and standards.
• Proven capability to manage multiple cases to tight deadlines.
• Educated to degree level or equivalent professional qualification.

Responsibilities

• Own and resolve complaints escalated to level 2 in the process.
• Provide responses to Ombudsman, CEO, MPs and consumer bodies.
• Ensure accurate, timely, high-standard investigations and first-time resolution.
• Mentor case owners and support team leads on best practices.
• Handle escalations in line with internal processes and regulatory targets.
• Support colleagues with policy knowledge and regulatory guidance.
• Promote continuous improvement to reduce future complaints.

Skills

Complaint management

Communication

Emotional intelligence

Decision making

Workload management

Regulatory knowledge

Education

Degree level

Job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Customer Case Manager

As a Complaints Case Manager, you will take ownership and work to resolve complaints that have reached level 2 in the complaints process, and provide MP, CEO and Consumer bodies with a satisfactory resolution of the customer complaint.

The role will give support and guidance to other customer colleagues to resolve customer complaints and deliver excellent customer service in a cost-effective way whilst ensuring regulatory standards are achieved.

What you'll be doing:

• Acting as the principal day to day contact with Ombudsman, CEO, MP’s and other consumer bodies regarding customer complaints and taking responsibility for producing responses to investigations, and negotiating to a successful resolution within regulatory targets;
• Working with the CEO office and business areas to ensure complaints are thoroughly investigated and the information provided is factually correct, timely and of a high standard to ensure 1st time resolution;
• Mentoring case owners to deliver comprehensive and substantive complaint responses first time every time;
• Dealing with Customer escalations as they arise, in accordance with our internal Customer Complaints Process and supporting the management of the floor as point of contact with the Team Leaders when required;
• Providing excellent channel appropriate complaint responses to meet the customer’s demand, by balancing the customer and business needs;
• Adhering to all regulations, policies, and guidelines around handling customer complaints, ensuring that ENW retains a faultless approach to regulatory compliance, promoting this value across Customer and the wider operation;
• Identifying business process improvements and working with business areas to implement these to reduce further complaints and create a culture of continuous improvement;
• Supporting Customer Colleagues with expert advice on company policies and technical knowledge on any complaint case at any stage in the process. Sharing knowledge across all Customer Colleagues to ensure the complaints process is being followed correctly;
• Working with the Team Leaders to support the increase in 24hr resolution and reduction in over 31 days and ensuring no repeat complaints;
• As part of the COP604, working as part of the team to take the lead during operational incidents on managing the increased volumes of incident complaints to co-ordinate case resolutions in a timely manner;
• Supporting the weekend Duty Manager rota.

What we’re looking for

• Experience in complaint management
• Excellent communications, influencing and high on emotional Intelligence
• Good decision making based on company policies with the ability to balance the emotive subjects making the tight decisions
• Ability to manage own workload and work on own initiatives to strict deadlines
• Knowledge of industry and regulatory rules;
• Educated to degree level.

What we're offering:

As a vital team member and in return for your expertise, inclusive approach and commitment, we'll provide a favourable salary and the chance to join a passionate and welcoming team. We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes:

• An annual bonus scheme
• 25 days annual leave increasing with length of service
• Salary sacrifice car scheme
• Private Healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme
• Opportunity for professional development through our L&D function.

Our people are important to us and we’re passionate about creating a great place to work where we can all be ourselves, reach our full potential and build long lasting careers. We’re striving to increase diversity of thought and talent in our people and to recruit highly skilled workforce that’s representative of the communities we serve. For us, embracing our differences is what makes us stronger.

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by SP Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, a Medical Appointment, Disclosure and Barring Service (DBS), and a Drug & Alcohol test.

We reserve the right to close this vacancy early.