Complaints Advisor

Base Location: Cardiff, Reading or Perth – this is a hybrid role working a minimum two days a week from the office at one of the advertised locations.

Salary: £28,072 - £32,605 + a range of benefits to support your finances, wellbeing and family.

Working Pattern: Permanent | Full Time | Flexible First options available

The role

As a Complaints Advisor you will play a key role in a company that places a strong emphasis on exceptional customer service and continuous improvement. In this role, you will be at the forefront of resolving customer concerns, ensuring that each interaction is handled with empathy, professionalism, and efficiency. You’ll help identify areas for improvement, contribute to process enhancements, and work closely with various teams to ensure that our customers’ needs are consistently met.

You will

• Investigate, resolve, and report all customer-related complaints, ensuring thorough and effective resolution that aligns with company standards and customer expectations. You'll take ownership of each case, delivering timely solutions and keeping customers informed throughout the process.
• Build and maintain strong relationships with both external customers and internal teams, leveraging feedback and insights to continuously improve the customer experience and drive positive change across the business.
• Ensure full compliance with company policies, procedures, and regulatory requirements, meticulously documenting and evidencing all actions taken to guarantee consistency and transparency in the complaints handling process.
• Act as the primary point of contact for operational colleagues, facilitating clear communication and ensuring customers are regularly updated on the status of their complaint, managing expectations and delivering outstanding service.
• Monitor potential claims closely to identify any risks or financial implications, implementing proactive strategies to minimise impact and safeguard the business from unnecessary costs or liabilities.

You have

• Experience in complaint handling and compliance with proven ability to resolve customer complaints while ensuring adherence to company policies and regulatory standards.
• An adaptable communication style where you can tailor communication for different audiences, ensuring clarity, empathy, and professionalism in all situations.
• Strong organisational skills to efficiently manage multiple complaint cases, prioritising tasks and following through to resolution with attention to detail.
• Excellent customer service where you consistently deliver a positive, empathetic experience, handling customer concerns with patience and a focus on finding effective solutions.
• Proactive mindset to identify trends and improvement opportunities, implementing changes to prevent future complaints and enhance customer experience.

About SSE

SSE has a bold ambition – to be a leading energy company in a net zero world. We're building the world's largest offshore wind farm. Transforming the grid to provide greener electricity for millions of people and investing over £20 billion in homegrown energy, with £20 billion more in the pipeline.

SSE Energy Solutions support UK organisations by delivering energy and low-carbon energy solutions. These include EV hubs, solar systems, smart technologies, and heating and cooling networks. We power the net zero transition by helping customers cut carbon and costs, and by building and investing in flexible energy infrastructure.

Flexible benefits to fit your life

Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.

Work with an equal opportunity employer

SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact Lynsey at lynsey.macdonald@sse.com or on 01738 340426 to discuss how we can support you.

We're dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.

Ready to apply?

Start your online application using the Apply Now box on this page. We only accept applications made online. We'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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