Global Complaints & Resolution Specialist

SmartestEnergy Business Limited; Worthing; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible working

Hybrid work model

Job summary

SmartestEnergy Business Limited is seeking a Complaints Coordinator to join our team in the UK. You will investigate and manage a wide range of customer issues, including escalations, ensuring accurate records and professional resolutions.

Working closely with teams across the business, you’ll analyze complex complaints, communicate effectively with empathy, and contribute to service improvements. The role offers flexible/hybrid working and opportunities to influence customer satisfaction on a

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.

Responsibilities

• Investigate and manage customer issues, including escalations involving the Ombudsman, CAB and EHU.
• Drive effective resolutions, maintain accurate records and identify recurring themes.
• Use customer insight to help improve services and inform senior teams.

Skills

Complaint handling

Analytical thinking

Effective communication

Empathy

Job description

SmartestEnergy Business Limited is seeking a Complaints Coordinator to join our team in the UK. You will investigate and manage a wide range of customer issues, including escalations, ensuring accurate records and professional resolutions.

Working closely with teams across the business, you’ll analyze complex complaints, communicate effectively with empathy, and contribute to service improvements. The role offers flexible/hybrid working and opportunities to influence customer satisfaction on a