Business Level Complaints Specialist

What You’ll Do

• Manage a portfolio of business customer complaints from first contact through to resolution or deadlock, taking full ownership throughout.
• Investigate complex and high‑level complaints, reviewing evidence to identify root causes and deliver fair outcomes.
• Communicate clearly, confidently, and empathetically across both written and verbal interactions.
• Make balanced decisions that consider customer outcomes, regulatory requirements, and commercial impact.
• Work closely with internal teams, external partners, and stakeholders to drive effective and timely resolutions.
• Handle escalated and high‑risk cases with professionalism, accountability, and strong judgement.
• Identify trends and recurring issues, contributing to improvements in processes and customer journeys.
• Maintain accurate records and ensure all complaint handling meets quality standards and regulatory requirements.

• Experience handling complex or high‑level customer complaints, ideally within a regulated environment.
• Excellent written and verbal communication skills.
• Ability to manage challenging situations with professionalism and resilience.
• A proactive, solution‑focused mindset with strong analytical and investigation skills.
• Confident decision‑making ability with a balanced, customer‑focused approach.
• Strong stakeholder engagement and influencing skills.
• High levels of ownership, accountability, and attention to detail.
• A collaborative, one‑team mindset.

• Previous experience in complaints handling in a customer contact role.
• Previous experience working with SME business customers.
• Knowledge of regulatory frameworks or working within a regulated industry is desirable.
• Confidence in managing escalated customer interactions and making outcome‑based decisions.

Salary – £33,237 + quarterly bonus of up to 16% of salary

Contract – Permanent

Location – British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

Working Style – Up to 4 weeks office‑based training with hybrid working opportunities post‑training (typically 2 days per month in the office)

Operating Hours – Monday to Friday (8am – 6pm)