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As a Business High Level Complaints Specialist you'll 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 You'll 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 You'll 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