Business High Level Complaints Specialist - Leicester at Centrica

Job Description:

Latest job information from Centrica for the position of Business High Level Complaints Specialist - Leicester. If the Business High Level Complaints Specialist - Leicester vacancy in Leicester matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Centrica for the position of Business High Level Complaints Specialist - Leicester below matches your qualifications.

We are Centrica! Were so much more than an energy company. Were a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer - were powered by purpose. Together we can make an impact that will truly change tomorrow. Whether youre developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.Your work here isnt just a job its a mission. We all play a vital role in energising a greener, fairer future.

As a BusinessHigh 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 officebased training with hybrid working opportunities posttraining (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

Job Info:

• Company: Centrica
• Position: Business High Level Complaints Specialist - Leicester
• Work Location: Leicester
• Country: GB

How to Submit an Application:

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