COMPLAINTS HANDLER
Salary: £25,625 – £28,085 | Location: Leeds | Type: Full-time, Office-based

Are you passionate about resolving problems and putting customers first? Do you thrive in a fast- paced environment where every day brings a new challenge? If so, this could be the ideal opportunity for you.

A rapidly growing, forward-thinking business in the energy sector is seeking an experienced and customer-focused Complaints Handler to join their dedicated team. This is your chance to play a pivotal role in transforming customer experiences, influencing service improvements, and being part of a supportive, professional team environment.

About the Role:

You’ll be handling a range of customer complaints – from general queries to complex regulatory matters – with empathy, efficiency, and a solutions-led mindset. Working closely with colleagues across departments, you’ll get to the root of issues and make a real impact on service delivery.

Key Responsibilities:

• Investigate and resolve customer complaints to a high standard
• Handle escalated complaints including Ombudsman and Extra Help Unit cases
• Collaborate with teams across Billing, Technical and Operations to resolve issues
• Maintain regulatory compliance in all communications and outcomes
• Deliver detailed, accurate written responses and maintain case records
• Identify opportunities for process improvements through root cause analysis
• Support customer satisfaction KPIs by working both independently and within a team

About You:

• Ideally experience in the energy industry
• Complaint handling experience preferred
• Excellent written and verbal communication skills
• Empathetic, professional, and calm under pressure
• Comfortable managing multiple cases and meeting deadlines
• Confident using Microsoft Excel, Word and Outlook
• Knowledge of industry regulations relating to complaints is highly desirable
• Strong attention to detail with a solutions-focused approach

Benefits Include:

• Private medical cover
• Pension scheme with employer contributions
• Study support for relevant qualifications
• 22 days holiday (rising with service), plus the option to buy additional leave
• Enhanced maternity and paternity pay
• Professional development and progression opportunities

This is a fantastic opportunity for someone looking to grow their career in a people-first environment with a commitment to quality, improvement, and employee support.

Mpeople are acting as an Employment Business and only can accept applications from those candidates with authority to work in the UK without requirement of sponsorship.
If you have not heard back within 14 days, please consider your application unsuccessful on this occasion.