Customer Complaints advisor

Customer Service Complaints Specialist

Glasgow | Customer Service Centre

Competitive pension | Private medical cover | Enhanced family leave | Life assurance | Holiday Plus | Cycle2

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Turn difficult customer experiences into positive outcomes.

REQ
5947

When something hasn’t gone right for a customer, how we respond really matters.

We’re building our new Customer Service Centre in Glasgow, and we’re looking for experienced Customer Service Complaints Specialists to join us and help set the standard for how we manage, investigate and resolve complaints across SGN.

This isn’t simply about responding to complaints. You’ll take ownership of more complex and escalated cases, get to the heart of what has happened, work with teams across our business to find the right resolution and make sure our customers feel heard and supported throughout.

You’ll also play an important role in helping us get better. By spotting trends, sharing learning and supporting colleagues with coaching and training, you’ll help us understand why complaints happen and what we can do differently to prevent them in the future.

If you’re someone who can stay calm when conversations are difficult, investigate the detail and find fair solutions while never losing sight of the person behind the complaint.

As a Complaints Specialist, you’ll manage complaints from investigation through to resolution, including complex, sensitive and escalated cases. You’ll:

• Investigate complaints and escalations, including complex cases involving different services, operational teams or technical issues.
• Take ownership of cases from start to finish, keeping customers informed and making sure they understand what happens next.
• Work with colleagues across SGN, our operational teams, contractors and third parties to gather evidence and understand exactly what has happened.
• Manage high-level complaints and enquiries, including cases escalated to senior leaders within SGN.
• Manage Energy Ombudsman and third-party cases, gathering evidence and preparing clear, robust responses.
• Write thoughtful, empathetic and well‑reasoned responses that clearly explain our decisions and resolutions.
• Recognise when customers may need additional support and make sure vulnerability is considered throughout the complaint journey.
• Provide advice, guidance, coaching and training to colleagues, helping them feel confident managing customer dissatisfaction and complaints.
• Spot recurring themes and root causes, sharing insight that can help us improve services and prevent future complaints.
• Support our wider Customer Service teams when needed, particularly during major gas emergencies and our busiest winter periods.

You’ll have a real opportunity to influence how we improve the experience we provide to our customers. You’ll work closely with our Customer Experience Officer and teams across SGN, turning individual customer experiences into meaningful insight.

Whether it’s identifying a recurring issue, improving the way we communicate with customers or helping colleagues handle difficult situations more confidently, your work will help us deliver better outcomes across our network.

You’ll already have experience managing customer complaints within a regulated, customer‑focused environment and be comfortable taking ownership of cases that aren’t always straightforward.

• Strong complaint investigation and resolution experience, including escalated or complex cases.
• Excellent written communication skills and the ability to turn complicated information into clear, empathetic customer responses.
• Confidence dealing with challenging conversations and customers who may be distressed, frustrated or dissatisfied.
• The ability to manage a varied caseload, prioritise effectively and work within regulatory timescales.
• Good judgement and the confidence to challenge, ask the right questions and make balanced decisions.
• An understanding of customer vulnerability and the importance of adapting the support we provide.
• Experience providing guidance, coaching or training to others around complaint handling.
• A…