top 3 scores:
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Job Description
We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose. Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.
We are Centrica! We’re so much more than an energy company. We’re a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - we’re powered by purpose.
Together we can make an impact that will truly change tomorrow. Whether you’re developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.
Your work here isn’t just a job – it’s a mission. We all play a vital role in energising a greener, fairer future.
We’re looking for a brilliant Complaints Manager to join our team of colleagues in British Gas Business, that together are setting the standard in energy supply.
In the complicated world of energy, we strive to make energy simple, creating a straightforward and hassle-free experience for our customers.
Our philosophy is success comes when we’re in it together, trusting each other and having fun along the way. And because we’ve got big plans to help our homes and businesses get closer to net zero, we can’t stand still. We need to be always learning, ready to grow and move forward.
The Complaints Manager will be part of the British Gas Business (BGB) Customer Service team. We are a small but perfectly formed team that have unending passion and dedication to making British Gas Energy a great place to work, with the right people in the right roles, in an environment where colleagues can maximise their contribution and fulfil their potential.
We exist to serve our customers and partners across all segments and through multiple contact channels, where great customer outcomes, colleague engagement and value add are our core fundamentals. Within this channel it manages and handles British Gas Energy, Business Complaints including Executive & External. This team are supported by Resource & Planning, Performance Optimisation and Customer Service strategy to deliver our tactical change and strategic objectives.
What you’ll be doing:
Leadership and Strategy:
- Develop and implement the strategic vision for the complaints department.
- Provide leadership and management to empower managers, ensuring capability and timely first-contact resolution investigations to deliver high-quality service.
- Create and enforce policies and procedures that enhance the efficiency and effectiveness of the complaints handling process.
- Act as a key influencer, collaborating with the wider business to address underlying issues, improving customer experiences, and reducing complaint volumes.
Regulatory Compliance:
- Ensure all complaints are handled in accordance with OFGEM regulations and industry standards.
- Work closely with legal, quality, and compliance teams to optimise responses to complainants and authorities.
- Prepare and present regular compliance reports to senior management and regulatory bodies.
- Ability to communicate and manage third parties such as Energy Ombudsman and Citizen Advice Bureau (Extra Help Unit)
Operational Management:
- Lead and motivate the team in their day-to-day operations, ensuring ambitious KPI targets are met and complaints are resolved timely and effectively.
- Budget management of Ombudsman costs, forecast and actuals - where it is vital BGB performance is within Third Party SLA's to prevent additional costs and avoid brand damage
You’ll have a track record of:
Regulatory and compliance experience, managing external bodies and key stakeholders inc Director Level
Experience leading a Complaints, Compliance Operations team in a regulated environment, ideally within a related sector.
Experience in a pressured environment, with great time management and organisational skills
Excellent leadership and people management skills to inspire, motivate, and lead your business area, including managers and advisors, to deliver excellent service.
Proficiency in data analysis and reporting tools, with strong analytical skills to investigate, collate, and evaluate information.
Advanced problem-solving and decision-making abilities, with the capacity to generate recommendations and solutions.
Location : This is a hybrid role, so you will be required to attend the Leicester office with occasional travel to other British Gas Sites when required.
#LI-BGAS
At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team – a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!
PLEASE APPLY ONLINE by hitting the 'Apply' button.
Applications will ONLY be accepted via the ‘Apply’ button.
This role is being handled by the Centrica recruitment team and NO agency contact is required.
Company benefits
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