Senior Complaints & Regulatory 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 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.