Complaints Advisor

Complaints Advisor – SSE plc

Base Location: Cardiff or Perth – hybrid role working a minimum of two days a week from the office at one of the advertised locations.
Salary: £34,749 – £40,939 plus a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.

The role: As a Complaints Advisor you will play a key role in a company that places a strong emphasis on exceptional customer service and continuous improvement. You will resolve customer concerns, ensuring each interaction is handled with empathy, professionalism, and efficiency, and will contribute to process enhancements and cross‑team collaboration.

You will

• Investigate, resolve, and report all customer‑related complaints, ensuring thorough and effective resolution that aligns with company standards and customer expectations. You will take ownership of each case, delivering timely solutions and keeping customers informed throughout the process.
• Build and maintain strong relationships with customers and internal teams, leveraging feedback and insights to continuously improve the customer experience and drive positive change across the business.
• Ensure full compliance with company policies, procedures and regulatory requirements, meticulously documenting and evidencing all actions taken to guarantee consistency and transparency in the complaints handling process.
• Act as the primary point of contact for operational colleagues, facilitating clear communication and ensuring customers are regularly updated on the status of their complaint, managing expectations and delivering outstanding service.
• Monitor potential claims closely to identify any risks or financial implications, implementing proactive strategies to minimise impact and safeguard the business from unnecessary costs or liabilities.

You have

• Experience in complaint handling and compliance with proven ability to resolve customer complaints while ensuring adherence to company policies and regulatory standards.
• An adaptable communication style where you can tailor communication for different audiences, ensuring clarity, empathy and professionalism in all situations.
• Strong organisational skills to efficiently manage multiple complaint cases, prioritising tasks and following through to resolution with attention to detail.
• Excellent customer service skills where you consistently deliver a positive, empathetic experience, handling customer concerns with patience and a focus on finding effective solutions.
• A proactive mindset to identify trends and improvement opportunities, implementing changes to prevent future complaints and enhance customer experience.

About SSE: SSE has a bold ambition – to be a leading energy company in a net zero world. We invest around £10 million a day in home‑grown energy to help power a cleaner, more secure future by building the world’s largest offshore wind farm and transforming the grid to deliver greener electricity to millions.

Benefits: Flexible benefits to fit your life – discounts on private healthcare and gym memberships, wellbeing benefits such as a free online GP and 24/7 counselling service, interest‑free loans on tech and transport season tickets, Cycle to Work scheme, generous family entitlements including maternity and adoption pay, and paternity leave.

We are an equal opportunity employer. SSE will make any reasonable adjustments you need to ensure a positive application experience. Please contact Lynsey at zoe.gillespie@sse.com to discuss how we can support you.

Ready to apply? Start your online application using the Apply Now box on this page. We only accept applications made online. We’ll be in touch after the closing date to let you know if we’re taking your application further. If offered a role with SSE, you’ll need to complete a criminality check and a credit check before you start work.

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