Energy Complaints Specialist (Ombudsman & Exec)

ENGIE UK; Leeds; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid work 2 days on-site

Career development

Professional development

Job summary

ENGIE UK in Leeds is seeking a skilled Complaints Manager to own complex, high-risk cases from start to finish. You will be the main contact for customers through challenging experiences, ensuring fair resolutions and business learning across teams.

You will lead investigations, gather evidence, and deliver high-quality Ombudsman files within timescales, working with Legal, Risk and Compliance. This role supports a hybrid model with on-site Leeds presence and UK-wide flexible working.

Qualifications

• Experience in complaint management, preferably within energy or regulated environment.
• Excellent written and verbal communication skills.
• Ability to handle sensitive conversations with confidence and care.
• Strong analytical and investigative skills.
• Sound professional judgement on complex or legally sensitive matters.
• Ability to produce accurate, well-reasoned work within tight deadlines.
• Comfort managing competing priorities independently.

Responsibilities

• Take full ownership of complex, high-risk complaints from start to finish.
• Be the main point of contact for customers going through difficult experiences.
• Lead investigations by gathering evidence and identifying root causes.
• Prepare and submit high-quality Ombudsman case files within agreed timescales.
• Coordinate Executive complaints for Senior Leaders.
• Work with Legal, Risk, Compliance and Operations.
• Share insights from complex cases to improve processes and reduce repeats.

Skills

Complaint management

Communication

Analytical skills

Judgement

Prioritization

Team collaboration

Education

GCSE Maths and English (C or above)

Degree preferred

Tools

Microsoft Office

Case management systems

Job description

ENGIE UK in Leeds is seeking a skilled Complaints Manager to own complex, high-risk cases from start to finish. You will be the main contact for customers through challenging experiences, ensuring fair resolutions and business learning across teams.

You will lead investigations, gather evidence, and deliver high-quality Ombudsman files within timescales, working with Legal, Risk and Compliance. This role supports a hybrid model with on-site Leeds presence and UK-wide flexible working.