Complaints Advisor

Salary: £20,000 - £22,000

Hours: Full Time, 37.5 hours per week

Duration: Permanent

Location: Bristol (Temple Meads)

About the role

As part of the Complaints Team you will take ownership of all ongoing customer complaints, as well as assisting all areas of the business in preventing the escalation of new complaints. We report on our complaints directly to Ofgem (the energy regulator), making us a key part of the wider Bristol Energy team.

You will be handling complaints primarily escalated by our Customer Care Team, with the aim of reaching a resolution as efficiently as possible, while maintaining a high level of customer service.

Taking ownership and always being customer focussed are very important in this role. You will need to have good personal organisation and ensure that you’re following through on promises to both colleagues and customers.

Your main accountabilities will be to:

  • Always be friendly and approachable

  • Ensure that you maintain high levels of industry knowledge

  • Assist the customer care team and prevent complaint escalation

  • Take ownership of escalated complaints

  • Contact customers via e-mail and phone to discuss their complaint

  • Ensure compliance with the complaints procedure

  • Contact customers when we have been unable to reach an agreement on a reasonable resolution to their complaint

  • Assist with energy investigations received from third parties e.g. Extra Help Unit

  • Ensure adherence to strict regulations and timescales set the regulator (Ofgem)

  • Ensure accurate complaints data is recorded in order to assist with root cause analysis

  • Consider continuous improvement of both the complaints resolution process and the wider customer journey

  • Proactive in suggesting preventative measures to ensure we learn from complaints to benefit all our customers

  • Assist with data access requests from the police, HMRC and other authorised parties

About you

You must have:

  • Experience of working with complaints within a customer service environment

  • A high standard of both verbal and written communication with the ability to balance a friendly tone with a professional manner

  • The ability to take ownership of cases from end to end by understanding, investigating, questioning and reaching a fair resolution

  • The ability to remain calm when dealing with difficult situations

  • A proactive approach and the ability to work autonomously

  • Good personal organisation skills and ability to meet targets in a fast-paced environment

  • Good awareness of how decision-making can affect the wider business

You will ideally have:

  • Experience of working in a similar role

  • Experience of working in the energy industry

Application details

Please submit your CV with a short covering letter to with the job title in the subject field.