Complaints Specialist

1 week ago

Glasgow, Glasgow City, United Kingdom Search Full time £26,000 - £31,000 per year

Main Duties

  • Resolve escalated customer complaints efficiently across multiple channels (email, phone, digital platforms).
  • Take full ownership of customer issues, ensuring timely and satisfactory resolutions.
  • Respond to online reviews with professional, customer-focused messages.
  • Promote digital self-service options and assist with outstanding balance collection.
  • Identify and support customers in financial difficulty, agreeing suitable payment arrangements.
  • Maintain accurate records and update CRM systems promptly.
  • Ensure compliance with regulatory standards, GDPR, and internal quality processes.
  • Collaborate with management to improve customer processes and training materials.
  • Provide feedback to stakeholders to drive continuous improvement.
  • Contribute to a positive team culture and support change initiatives.

Expectations & Success Measures

  • Meet monthly productivity and performance targets.
  • Deliver high-quality customer interactions aligned with company standards.
  • Achieve objectives agreed with the line manager.
  • Maintain strong relationships with internal teams and external partners.

Experience Required

  • Significant experience in a high-volume B2B customer service role.
  • Collections experience preferred (not essential).
  • Knowledge of utilities industry preferred (not essential).
  • Strong understanding of B2B customer care processes and regulatory requirements.
  • Familiarity with CRM systems and Microsoft Office.
  • Knowledge of data protection and compliance.

Skills

  • Excellent problem-solving and communication skills.
  • Self-motivated with strong workload management.
  • Team-oriented, detail-focused, and organised.
  • Resilient and adaptable in a fast-paced environment.

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