Do you want to be apart of Vital Energi’s Growth?
A vacancy has arisen for the position of a Complaints Co Ordinator within E&AM located at our Head Office in Blackburn.
The role is to handle complaints received to the E&AM Department, supporting both M&B and O&M teams with investigations and responses to enable regular updates to be provided. The role includes lessons learned reviews, training, upskilling where required and supporting E&AM Managers to drive continuous improvement. The role is key to the effective delivery of our services to our customers across both M&B and O&M contracts. This role will contribute to the ongoing review and development of our processes, procedures and best practice objectives. Main Duties
- Ensure all complaints are managed in full compliance with Heat Network regulations, the Energy Ombudsman, Heat Trust standards, and Ofgem requirements.
- oversee thorough investigations into customer complaints, engaging with customers, clients, and internal stakeholders to identify root causes and drive effective resolution.
- Produce high-quality, professional complaint responses, ensuring clarity, consistency, and alignment with organisational standards and tone of voice.
- Review, monitor and manage engagement with the Energy Ombudsman via their portal, ensuring timely, effective responses and case resolution.
- Maintain accurate tracking, reporting, and resolution of all complaints in line with company standards and service level expectations.
- Manage and continuously improve the complaints dashboard in Power BI, ensuring all complaints are correctly logged, investigated and responded to in line with complaints process.
- Deliver compliant complaint reporting submissions for Heat Trust and Ofgem, ensuring accuracy, completeness, and alignment with regulatory expectations.
- Deliver regular performance reporting, analysing complaint volumes, trends, and emerging risks to support informed choices.
- Look at complaint data to identify patterns, root causes, and performance trends, including assessing whether complaint levels and outcomes are improving or declining.
- Drive consistency and best practice across E&AM by strengthening communication and ensuring alignment in complaint handling approaches.
- Provide coaching, guidance, and targeted training to all in E&AM department, embedding learning from complaint insights to improve performance.
- Contribute to the development and delivery of initiatives that improve customer satisfaction and increase positive customer feedback with the support of E&AM Brand Manager.
- Working with E&AM Brand Manager and E&AM Team to manage and support responses to external customer feedback platforms (e.g. Google Reviews, Trustpilot), protecting and enhancing brand reputation.
- Support wider departmental objectives, engagement activity, and continuous improvement programmes to enhance overall team performance and culture.
- Deliver ad hoc reporting, and project support as required.
Knowledge:
- Customer service experience would be advantage.
- Experience of using Excel, Power Point and Word is essential.
- Accurate and efficient data input.
- An understanding of GDPR – due to handling of sensitive personal data.
- An understanding of heat network regulations, Heat Trust, Ofgem and Energy Ombudsman.
Management System Accountabilities
The Company
Vital Energi is a major provider of renewable energy infrastructure and systems to the public and private sectors. We support Hospitals, Universities, New Build Developments, Towns and Cities, and Industrial & Commercial clients in decarbonising their buildings. We continue to deliver ground‑breaking projects across the UK that contribute to national Net Zero targets, including the recently announced £1 billion low‑carbon infrastructure project for Westminster. With plans to double our headcount, new offices opening nationwide, a strong investment pipeline, and expansion into new markets such as industrial power generation with our own Energy‑from‑Waste facility, there has never been a better time to join the Vital Energi family.
The Package:·
- Salary negotiable DOE
- Contributory Company Pension Scheme
- Non-contributory death-in-service insurance
- Employee Assistance Programme
- 25 Days Holiday plus 8 days bank holidays.
- Additional holidays awarded in line with length of service
- Option to purchase/sell additional holidays
- Discounted gym membership across the UK· EV charging points where possible
Applications will be processed within 28 days of receipt. If you have not heard from us within this time period it will mean that your application has unfortunately been unsuccessful.The company is opposed to all forms of discrimination and will select for employment, training and promotion on the basis of suitability for the job and/ or merit. It is company policy that no job applicant or employee receives less favourable treatment than another on the grounds of sex, race, colour, age, ethnic or national origins, political affiliations, religious beliefs, marital & civil partnership status, physical disability, sexual orientation, gender reassignment, pregnancy & Maternity related or is disadvantaged by unjustifiable conditions or requirements. Applicants must have the unrestricted and ongoing right to work in the UK for the duration of employment, without the need for sponsorship. Due to the nature of this role, we are unable to support visa sponsorship or employ individuals with time‑limited permission or conditions attached to their right to work in the UK Notice to Agency and Search Firm Representatives:Vital Energi Utilities Ltd is not accepting unsolicited CVs from agencies and/or search firms for this job posting. CVs submitted to any Vital Energi Utilities Ltd employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Vital Energi Utilities Ltd. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you
Work Location: In person
