at Centrica
CommoditiesPosted 9 days ago
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**Business High Level Complaints Specialist - British Gas, Leicester** Manage complex business customer complaints end-to-end. Act as key contact, resolving issues fairly while protecting business reputation. Handle challenging situations with resilience and professionalism. Relevant experience in complaints handling, especially in regulated environments, is required. Enhance customer journeys and drive improvements. Hybrid working post-initial office training.
- Compensation
- £33,237+ GBP
- City
- Leicester
- Country
- United Kingdom
Currency: £ (GBP)
Full Job Description
Join us, be part of more.
Were so much more than an energy company. Were a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesnt rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. Thats why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team:
At British Gas, our mission is to sell it and mend it.
Weve been powering the UKs homes and businesses for over 200 years but supplying energy is just part of what we do. Were making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, were making it cheaper and easier for our customers to reduce their carbon-footprint.
As a Business High Level Complaints Specialist youll be responsible for managing and resolving complex and high level customer complaints end-to-end.
You will act as a key point of contact for customers and stakeholders, ensuring fair, thorough, and commercially balanced resolutions while protecting the reputation of the business.
This is a fast-paced and rewarding role where you will deal with challenging and sensitive customer situations, requiring strong judgement, resilience, and a customer-first mindset.
Salary 33,237 + quarterly bonus of up to 16% of salary
Contract Permanent
Location British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ
Working Style Up to 4 weeks officebased training with hybrid working opportunities posttraining (typically 2 days per month in the office)
Operating Hours Monday to Friday (8am 6pm)
What Youll Do:
Manage a portfolio of business customer complaints from first contact through to resolution or deadlock, taking full ownership throughout
Investigate complex and high-level complaints, reviewing evidence to identify root causes and deliver fair outcomes
Communicate clearly, confidently, and empathetically across both written and verbal interactions
Make balanced decisions that consider customer outcomes, regulatory requirements, and commercial impact
Work closely with internal teams, external partners, and stakeholders to drive effective and timely resolutions
Handle escalated and high-risk cases with professionalism, accountability, and strong judgement
Identify trends and recurring issues, contributing to improvements in processes and customer journeys
Maintain accurate records and ensure all complaint handling meets quality standards and regulatory requirements
What Youll Bring:
Experience handling complex or high-level customer complaints, ideally within a regulated environment
Excellent written and verbal communication skills
Ability to manage challenging situations with professionalism and resilience
A proactive, solution-focused mindset with strong analytical and investigation skills
Confident decision-making ability with a balanced, customer-focused approach
Strong stakeholder engagement and influencing skills
High levels of ownership, accountability, and attention to detail
A collaborative, one-team mindset
Experience & Knowledge:
Previous experience in complaints handling in a customer contact role
Previous experience of working with SME business customers
Knowledge of regulatory frameworks or working within a regulated industry is desirable
Confidence in managing escalated customer interactions and making outcome-based decisions
Why should you apply?
Were not a perfect place but were a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. Thats why weve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why were a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/britishgas
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
