Customer Complaints Specialist

37.5 hrs - standard office hours Our Energy Management Services (EMS) businesses help customers reduce energy costs and carbon emissions through solar power, insulation, energy controls and monitoring, efficient heating systems, and backup power solutions. Centreco provides rooftop solar installations for commercial customers and is the market leader in commercial and industrial rooftop solar. Freedom Heatpumps distributes heat pumps, enabling DCC to support domestic customers - both on and off the gas grid - in switching to low-carbon electric heating solutions. Are you passionate about delivering exceptional customer service and resolving complaints with empathy and efficiency? We're looking for a Customer Complaints Specialist to take full ownership of customer complaints, ensuring they are thoroughly investigated and resolved to completion. Operational Excellence

• Take clear ownership of individual customer complaints, managing each case with a structured plan and timeline.
• Communicate regularly with customers throughout the complaint lifecycle, adhering to agreed SLAs.
• Develop a strong understanding of our technology to provide accurate and helpful advice.
Financial Focus
• Assess each complaint for potential costs and ensure resolution plans are approved before committing to customers.
• Communicate goodwill gestures clearly and manage expectations around financial recompense and timelines.
Customer Focus
• Respond to customers promptly, prioritising vulnerable individuals.
• Investigate complaints thoroughly and collaborate with relevant teams to reach a resolution.
• Analyse complaints to identify root causes and drive continuous improvement.
People Focus
• Communicate effectively with senior management and third parties.
• Ensure all complaint documentation is accurate and audit-ready.
• Maintain up-to-date notes and records throughout the complaint process.
  
  Proven experience handling customer complaints with professionalism and empathy.
• Resilient mindset with the ability to remain positive under pressure.
• Strong written communication skills, especially in crafting clear and empathetic responses.
• Ability to work cross-functionally to gather information and resolve issues.
• Skilled in managing competing priorities and tight deadlines.
• Proficient in Microsoft Office, particularly Excel, PowerPoint, and Project., Previous experience in a complaint handling environment desirable.