Customer Complaints Specialist – Glasgow

SGN; Glasgow; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Competitive pension

Private medical cover

Enhanced family leave

Life assurance

Holiday Plus

Cycle2Work & more

Job summary

SGN Glasgow is building a new Customer Service Centre and is recruiting experienced Customer Service Complaints Specialists to join us and help set the standard for how we manage, investigate and resolve complaints across SGN. You’ll take ownership of complex and escalated cases, work with teams across our business to find fair resolutions, and use customer insight to drive service improvements.

This role offers the opportunity to impact customer outcomes and service delivery in a dynamic

Qualifications

• Strong complaint investigation and resolution experience.
• 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.

Responsibilities

• 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.

Skills

Complaint handling

Written communication

Regulatory understanding

Stakeholder management

Empathy under pressure

Job description

SGN Glasgow is building a new Customer Service Centre and is recruiting experienced Customer Service Complaints Specialists to join us and help set the standard for how we manage, investigate and resolve complaints across SGN. You’ll take ownership of complex and escalated cases, work with teams across our business to find fair resolutions, and use customer insight to drive service improvements.

This role offers the opportunity to impact customer outcomes and service delivery in a dynamic