Senior Customer Complaints & Resolution Specialist

Cornerstone; Glasgow; In loco; GBP 31.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive pension

Enhanced family leave

Life assurance

Holiday Plus

Cycle2Work & more

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Complaint handling

Written communication

Regulatory awareness

Vulnerability awareness

Coaching and training

Descrizione del lavoro

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.