Business High Level Complaints Specialist

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

At British Gas, our mission is to sell it and mend it.

We’ve been powering the UK’s homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint.

As a Business High Level Complaints Specialist you’ll be responsible for managing and resolving complex and high level customer complaints end-to-end.

You will act as a key point of contact for customers and stakeholders, ensuring fair, thorough, and commercially balanced resolutions while protecting the reputation of the business.

This is a fast-paced and rewarding role where you will deal with challenging and sensitive customer situations, requiring strong judgement, resilience, and a customer-first mindset.

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)

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

What You’ll Bring:

• 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

Experience & Knowledge:

• Previous experience in complaints handling in a customer contact role

• Previous experience of 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

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.