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Customer Service
Complaints Handler
Job ID: #
00308
- Full Description:
We are looking to place a Complaints Handler for our client within the Energy Sector. The successful candidate will be responsible for managing customer concerns and resolving issues efficiently and professionally within an energy services environment. This role requires excellent communication skills, strong problem solving abilities, and a customer focused mindset. Working as part of a dedicated support team, the Complaints Handler ensures that customers receive clear, fair outcomes while adhering to company policies, industry regulations, and internal service standards.
This position is offered on a hybrid basis, with 2 days per week in the office and 3 days from home. After successfully completing the probation period, employees may transition to fully remote working, depending on performance and business needs.
Key Responsibilities:
- Handle customer complaints from initial contact through to resolution, ensuring a timely and thorough investigation
- Communicate with customers via phone, email, and written correspondence in a professional and empathetic manner
- Review account information, billing details, and service history to identify the root cause of issues
- Liaise with internal teams (billing, technical support, field services, etc.) to gather information and agree on appropriate solutions
- Ensure all complaint outcomes align with regulatory requirements and company policies
- Maintain accurate case notes, records, and documentation within internal systems
- Escalate complex or high-risk cases to senior staff when necessary
- Provide feedback to management on recurring issues, trends, or potential process improvements
- Support the wider customer service team during busy periods
Benefits:
- Discounted concert tickets
- Private dental care
- Cycle to Work Scheme
Company:
Location:
Livingston / Hybrid
Company Size:
Job Type:
Full Time
Requirements
Apply Now
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