Complaints Manager

Overview

Manage end‑to‑end resident complaints, ensuring compliance and driving improvements.

Key Responsibilities

• complaint management
• regulatory compliance
• data reporting
• root cause
• stakeholder liaison
• process improvement

Tasks

We are seeking a proactive, empathetic, and detail-oriented Complaints Manager to lead our complaints handling function. This will include both complaints over the phone and written. This role is pivotal in ensuring resident concerns are resolved efficiently, fairly, and in line with new heat network regulatory standards. You’ll be responsible for managing the end-to-end complaints process, identifying root causes, communication with residents and external bodies, and driving continuous improvement across the business. -Train and support CSAs and other teams in complaint handling best practices, -Ensure compliance with relevant regulatory and legal frameworks (e.g., GDPR and Ombudsman guidelines). -Maintain accurate records of complaints and produce monthly reports, -Identify trends and root causes to manage and implement process and service improvements and prevent recurrence, -Champion a resident-centric culture and promote transparency and accountability, -Keep processes and documentation up to date with any changes in regulation relating the complaints handling, -Be the direct liaison contact external bodies such as Ofgem & Department for Energy Security & Net Zero (DESNZ) and Energy Ombudsman, -Collaborate with internal teams to resolve complaints, implement corrective actions and proactively follow up on cases stalled or awaiting action elsewhere in the business, -Act as the customer’s escalation point for complex or high-risk complaints, -Oversee the end-to-end complaints handling process, ensuring timely and effective resolution of resident issues,

Requirements

• crm
• excel
• complaint management
• analytical
• leadership
• communication

What You Bring

-Demonstrate a professional and empathetic phone manner to resolve complaints efficiently, aiming for first-time resolution and a positive resident experience. -Ability to lead and influence cross-functional teams, -Excellent written and verbal communication and interpersonal skills, with the ability to manage sensitive situations, -Proven experience in complaints management, ideally within a regulated market, -Strong knowledge of complaint handling standards, -Proficiency in CRM systems and Microsoft Office Suite incl. excel. -High attention to detail and strong organisational skills, -Analytical mindset with experience in data reporting and trend analysis,

People Also Searched For

Benefits

-Pension Scheme: Employer pension contribution matched at 4%. -Salary: Up to £35,000 dependent on skills and experience level. -Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges. -This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement. -Holiday Allowance: 25 days of holiday per year, plus English bank and public holidays, plus an additional day of Birthday leave. -Social Events: Regular company social events, including an annual Summer Party and Christmas Party. -Office location: Stuart House, Peterborough (PE1 5DD) with flexibility to work from home as agreed with line manager. -Corporate Social Responsibility (CSR) Programme: "DO RIGHT WITH INSITE" provides up to 2 paid days off per year for volunteering with company-led initiatives. Additional information can be viewed here

About Insite Energy

-Delivers full lifecycle services—from meter installation and commissioning to billing, maintenance, and ESCo management. -In-house experts manage tariffs, customer support, compliance and analytics via a 24/7 client portal. -Known for transparent fixed-fee ESCo management and pioneering digital prepayment solutions in the heat network sector. -Operates from Peterborough and London, investing continually in IT, engineering and customer service excellence.

Sector Specialisms