Contract
Department: YUR - 2090 - Complaints
Location: Leicester
Compensation: £32,000 - £35,000 / year
Reports to: Complaints Manager
Working hours: Monday to Friday, 37.5 hours a week
Job Description
We are looking for a Complaints Team Leader to drive sustainable and operational change to create breakthrough benefits. The role will involve working closely with all departments in the business and having regular meetings with exposure to senior management.
This role requires an in-depth understanding of complaints and technical aspects of the energy industry. Our company is growing at a rapid pace, so it’s an exciting opportunity to join an organisation that offers a long‑term future career.
Passionate and motivated people are the power behind our growth. We’re looking to expand our team and you could be part of our success story.
Responsibilities
- Provide an environment to inspire achievement and development within teams and individuals.
- Overall team management, including coaching, 1:1’s, performance reviews & absence management.
- Encourage a growth‑mindset environment.
- Manage the complaints journey from beginning to end with a passion for resolving issues and minimising the impact on the business.
- Deal with complex complaints and team escalations, providing advice and guidance.
- Ensure that customers are responded to within SLA’s and kept updated within agreed time scales.
- Maintain and develop internal and external business relationships to achieve optimum delivery and efficiency, including training to minimise wasted opportunities to resolve complaints at the first point of contact.
- Report daily, weekly & monthly findings and proactively highlight any issues and propose solutions.
- Identify and report on the root cause of complaints.
- Manage complaints referred to the Ombudsman service, EHU and Citizens Advice, liaising between regulatory bodies and reporting monthly complaints.
Qualifications
- Sharp – Effective decision‑making skills to manage a changing workload.
- Experienced – Have worked in the energy industry previously.
- Practiced – Minimum 3 years customer service experience, with at least 1 year in a complaints department. Energy experience is desirable.
- Great communicator – First‑rate communication and interpersonal skills.
- Ambitious – Seeking more than just a job; a career opportunity.
- Analytical – Naturally curious, immaculate attention to detail.
- Motivated – A “can do” attitude and love for seeing success.
- Team player – Enjoys working closely with a team to develop them.
- Flexible – Adapts as the role and business develops.
Benefits
- 24 days annual leave + bank holidays
- Holiday buy – up to 5 additional days
- Day off on your birthday
- Employee Assistance Programme
- Annual salary review
- Learning and development opportunities
- Enhanced paternity, maternity and adoption policies
- Yü Made a Difference Awards
- Travel Loan Scheme
- 3 days additional annual leave if you get married/civil partnership etc.
- Appointment allowance
- Long service recognition
- Refer a friend payment
- Company sick pay (subject to length of service)
- New modern facilities
- Death in service and critical illness cover
- And many more
If you need any reasonable adjustments to help you apply for a role, please let us know, and we will see what we can do.
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