Quality of Customer Experience Analyst

As a Junior Analyst, your role will support delivering consistent outcomes for customer conversations. You will review voice and email customer conversations against Brook Green Supplies benchmark standards and provide feedback to the Team Leader community to enable individual colleague coaching. Quality of Conversation evaluations: You will review and analyse a 10% sample size of written communication and telephone calls to provide accurate and thorough feedback in line with our benchmark standards. This will involve activities such as reviewing the tone and quality of responses and ensuring that the customer service provided falls in line with our processes and procedures. You will proactively manage your workload and be able to review a growing volume of customer interactions with a high level of attention to detail whilst meeting required deadlines. As the QA framework develops, there will also be opportunities to support reporting activities, review trends and help identify recurring themes and areas for improvement across teams. Full coaching and support will be provided to help you understand Brook Green Supply's internal QA processes, scoring approach and feedback style. You will be a team player and when required, will be able to collaborate with different departments across the business. The role will also provide opportunities to build confidence working with different teams across the business, develop communication and presentation skills and support wider process improvement discussions where appropriate. Complaint handling: The team is also responsible for managing customer complaints and investigations. Within this role, there will be an opportunity to gradually develop knowledge and experience in complaint handling, with full training, coaching and supervision provided. This will include handling customer escalations in accordance with our Complaints Procedure to ensure we provide the customer and the business with a fair outcome within the required deadlines. You will also have the opportunity to work with teams across the business to help provide suitable resolutions. Over time, you will have the opportunity to:

• Support complaint investigations and customer escalations
• Review information across different systems and platforms
• Learn how to identify root causes and recurring themes
• Support drafting customer responses and investigation summaries
• Build confidence working with operational teams to support fair outcomes
• Build understanding of industry regulations, complaint handling standards and how these are applied within day-to-day customer interactions and investigations
• Develop investigation, analytical and communication skills over time
Your role will also include a variety of administrative tasks relating to complaints tracking and reporting.

We are looking for candidates who are enthusiastic about learning a new role within Quality and Complaints. A suitable candidate will ideally have the following skills.
• Experience within the Customer Service sector
• Willingness to learn with a proactive approach
• Enthusiasm and drive to manage and review growing volumes of qualitative data
• Excellent communication skills both written and verbal
• Good investigation skills and understanding of reviewing data across different platforms
• Good time keeping and prioritisation skills to meet deadlines as and when required
• Good Team Player. Able to collaborate and work with different teams across the business
• Willingness to learn and develop within QA and Complaints
• Good attention to detail and ability to review information carefully
• Interest in identifying trends and areas for improvement
• Able to communicate professionally and work collaboratively with teams
• Open to learning reporting, investigation and presentation skills over time
• Able to use Excel, Microsoft Word and PowerPoint as and when required
• Energy Industry experience desirable but not compulsory
About you You are naturally analytical and detail-focused, with an eagerness to learn and improve. You enjoy problem-solving, take ownership of your work, and look for opportunities to make processes smarter and more efficient. You'll have:
• A high level of attention to detail and a proactive, inquisitive attitude
• Strong problem-solving skills and initiative to improve business processes
• The ability to manage your own workload with minimal supervision
• Excellent communication skills and confidence engaging with a range of stakeholders
• Proficiency in Excel and confidence working with large datasets
• Previous experience in an office-based or analytical role
• A fast learner who is enthusiastic about developing new skills and expanding your knowledge of the energy industry, Even if you don't tick every box, we would still love to hear from you. If you are detail-oriented, analytical, and motivated to grow your career in the energy industry, we will give you the training and support to succeed.
Brook Green Supply is committed to ensuring equal opportunities, fairness, dignity, and respect for all employees and applicants. Diversity makes us stronger, and we welcome applicants from all backgrounds.

Brook Green Supply are an independent B2B energy supply company. You will be working alongside a vastly experienced team who have operated in the energy industry for many years, providing a fantastic career opportunity for a determined, flexible, and driven individual, with personal development and progression aligned to the continued growth and success of the business. This role provides an opportunity to develop within a growing QA and Complaints team, with training and coaching provided to support progression over time. The role will help build confidence in reviewing customer interactions, analysing trends, supporting investigations and working collaboratively with teams across the business.

This is a role where you will have genuine opportunities for growth and development. You will gain hands-on experience in data analysis, the UK energy market and gas and electricity invoicing while working in a collaborative, supportive team that values initiative and curiosity. You will have the flexibility to balance office and remote work, and you will be part of a business that trusts its people and rewards contribution. We also offer a comprehensive benefits package, including:
• 25 days annual leave plus Bank Holidays
• Flexible working arrangements
• Private health care
• Company pension scheme
• Life and medical insurance, eyecare scheme
• Employee Assistance Programme
• Cycle to Work scheme
• Family-friendly policies
• Recruit and Reward scheme
• Access to Perkbox benefits platform