We are seeking a professional, empathetic, and highly organised Energy Complaints Handler to join our fast-growing team at Green Shift Energy. This is a key customer care role focused on delivering exceptional service by managing customer complaints, resolving issues efficiently, and ensuring every customer receives a positive experience throughout their journey with us. You will play an integral part in protecting our reputation by investigating complaints thoroughly, maintaining regular communication with customers, and working collaboratively with internal departments to achieve fair and timely resolutions. In addition to complaint handling, you will conduct customer care calls following each successful sale to ensure customers are fully informed, satisfied with the service provided, and have received all relevant documentation. This is an excellent opportunity to join a rapidly expanding energy consultancy with genuine opportunities for career progression and professional development.
Key Responsibilities
- Manage and investigate customer complaints from initial receipt through to final resolution, ensuring all complaints are handled professionally, fairly, and within regulatory timescales.
- Act as the primary point of contact for customers throughout the complaints process, providing clear, timely, and empathetic communication.
- Conduct post-sale customer care calls to ensure customers fully understand their new energy agreement, answer any questions, and confirm satisfaction with the sales process.
- Identify and resolve customer concerns at the earliest opportunity, minimising escalation where possible.
- Liaise with internal departments including Sales, Compliance, Pricing, Customer Care, and Management to gather information and facilitate complaint resolution.
- Maintain accurate and detailed records of all customer interactions, investigations, and outcomes using the company's CRM systems.
- Draft professional written responses to customer complaints, ensuring all correspondence is clear, compliant, and customer-focused.
- Escalate complex or high-risk complaints to senior management where appropriate.
- Monitor complaint trends and identify recurring issues, providing feedback and recommendations to improve business processes and customer experience.
- Ensure all complaint handling complies with Ofgem regulations, industry standards, and company policies.
- Assist with regulatory reporting and complaint analysis where required.
- Support wider customer care activities, including responding to customer enquiries via telephone and email.
- Maintain confidentiality and handle sensitive customer information in accordance with GDPR requirements.
- Work collaboratively with the Compliance Team to identify opportunities for continuous improvement and reduce future complaints.
Skills & Qualifications
- Previous experience in complaints handling, customer service, customer care, or complaint resolution.
- Experience within the commercial energy sector is highly desirable but not essential.
- Excellent verbal and written communication skills with the ability to communicate professionally at all levels.
- Strong problem-solving and investigative abilities with excellent attention to detail.
- Ability to remain calm and professional when dealing with challenging or dissatisfied customers.
- Excellent organisational and time management skills with the ability to prioritise a busy workload.
- Strong administrative skills with experience using CRM systems and Microsoft Office applications.
- A customer-focused approach with a genuine desire to deliver outstanding service.
- Ability to work independently while contributing positively within a team environment.
- Knowledge of FCA, Ofgem, or energy industry complaint processes would be advantageous.
What We Offer
- Competitive basic salary with performance-related incentives.
- Ongoing training, coaching, and professional development.
- Career progression opportunities within a rapidly expanding energy consultancy.
- A modern city-centre office with a supportive and collaborative working environment.
- Regular team incentives, competitions, and social events.
- The opportunity to make a real difference by delivering exceptional customer care and helping to continuously improve the customer experience at Green Shift Energy.
Pay: £27,000.00-£32,000.00 per year
Benefits:
Work Location: In person
