Customer Complaints advisor

Cornerstone; Glasgow; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Competitive pension

Enhanced family leave

Life assurance

Holiday Plus

Cycle2Work & more

Job summary

SGN is building a new Customer Service Centre in Glasgow and seeks a seasoned Customer Service Complaints Specialist. You will own complex cases from start to finish, investigate thoroughly, and coordinate with cross-functional teams to resolve issues while keeping customers informed and reassured.

You will help identify trends, coach colleagues, and contribute to learning that prevents repeat complaints, delivering better service to customers across SGN’s network.

Qualifications

• Experience managing customer complaints in a regulated, customer-focused environment.
• Ability to turn complex information into clear, empathetic customer responses.
• Comfort dealing with distressed or dissatisfied customers and escalated cases.

Responsibilities

• Investigate complaints and escalations, including complex cases across services and teams.
• Take ownership of cases from start to finish and keep customers informed.
• Collaborate with SGN operational teams, contractors and third parties to gather evidence.
• Manage high-level complaints and inquiries, including senior-leader escalations.
• Handle Energy Ombudsman and third-party cases with robust responses.
• Write thoughtful and well-reasoned responses explaining decisions.
• Identify vulnerable customers and ensure appropriate support throughout the journey.
• Provide guidance, coaching and training to colleagues on complaint handling.
• Identify recurring themes and root causes; share insights for service improvement.
• Support wider Customer Service teams during peak periods and emergencies.

Skills

Complaint handling

Written communication

Regulatory awareness

Vulnerability awareness

Coaching and training

Job description

Customer Service Complaints Specialist

Glasgow | Customer Service Centre| Full time & office based

Salary - £31.3k - £37.4k (Dependent on experience)

Competitive pension | Enhanced family leave | Life assurance | Holiday Plus | Cycle2Work & more

REQ5947

When something hasn't gone right for a customer, how we respond really matters.

We’re building our new Customer Service Centre in Glasgow, and we’re looking for experienced Customer Service Complaints Specialists to join us and help set the standard for how we manage, investigate and resolve complaints across SGN.

This isn’t simply about responding to complaints. You’ll take ownership of more complex and escalated cases, get to the heart of what has happened, work with teams across our business to find the right resolution and make sure our customers feel heard and supported throughout.

You’ll also play an important role in helping us get better. By spotting trends, sharing learning and supporting colleagues with coaching and training, you’ll help us understand why complaints happen and what we can do differently to prevent them in the future.

If you’re someone who can stay calm when conversations are difficult, investigate the detail and find fair solutions while never losing sight of the person behind the complaint, we’d love to hear from you.

What you’ll be doing

• Investigate complaints and escalations, including complex cases involving different services, operational teams or technical issues.
• Take ownership of cases from start to finish, keeping customers informed and making sure they understand what happens next.
• Work with colleagues across SGN, our operational teams, contractors and third parties to gather evidence and understand exactly what has happened.
• Manage high-level complaints and enquiries, including cases escalated to senior leaders within SGN.
• Manage Energy Ombudsman and third‑party cases, gathering evidence and preparing clear, robust responses.
• Write thoughtful, empathetic and well‑reasoned responses that clearly explain our decisions and resolutions.
• Recognise when customers may need additional support and make sure vulnerability is considered throughout the complaint journey.
• Provide advice, guidance, coaching and training to colleagues, helping them feel confident managing customer dissatisfaction and complaints.
• Spot recurring themes and root causes, sharing insight that can help us improve services and prevent future complaints.
• Support our wider Customer Service teams when needed, particularly during major gas emergencies and our busiest winter periods.

More than resolving complaints, we want complaints to help us learn.

You’ll have a real opportunity to influence how we improve the experience we provide to our customers. You’ll work closely with our Customer Experience Officer and teams across SGN, turning individual customer experiences into meaningful insight.

Whether it’s identifying a recurring issue, improving the way we communicate with customers or helping colleagues handle difficult situations more confidently, your work will help us deliver better outcomes across our network.

What we’re looking for…

You’ll already have experience managing customer complaints within a regulated, customer‑focused environment and be comfortable taking ownership of cases that aren’t always straightforward.

We’d love to hear from you if you have:

• Strong complaint investigation and resolution experience, including escalated or complex cases.
• Excellent written communication skills and the ability to turn complicated information into clear, empathetic customer responses.
• Confidence dealing with challenging conversations and customers who may be distressed, frustrated or dissatisfied.
• The ability to manage a varied caseload, prioritise effectively and work within regulatory timescales.
• Good judgement and the confidence to challenge, ask the right questions and make balanced decisions.
• An understanding of customer vulnerability and the importance of adapting the support we provide.
• Experience providing guidance, coaching or training to others around complaint handling.
• A genuine interest in understanding what went wrong and using that learning to make things better.
• Experience within energy, utilities or another regulated customer service environment would be a real advantage, as would knowledge of the Energy Ombudsman and regulated complaint‑handling processes.

Why join us?

This is an exciting time to join Customer Service at SGN.

We’re creating a new Customer Service Centre in Glasgow and bringing together people who care about delivering a brilliant experience for our customers.

You’ll be joining at a time when there is a real opportunity to help shape how we work – from the culture we create and the standards we set, to how we use customer insight to continuously improve.

At SGN, safety comes first, but our customers are at the heart of everything we do. Some of the people you support will be contacting us at a difficult or stressful time, and the way you handle that interaction can make a genuine difference.

We’re looking for people who want to be part of building something great in Glasgow and who share our ambition to deliver 10/10 customer service.

If that sounds like you, we’d love to hear from you.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear from you. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a net‑zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award‑winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

About us | Benefits | Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We’re here to help ensure an inclusive and accessible experience for everyone.