Customer Specialist - Complaints

Customer Service Complaints SpecialistGlasgow | Customer Service CentreCompetitive pension | Private medical cover | Enhanced family leave | Life assurance | Holiday Plus | Cycle2Work & moreTurn difficult customer experiences into positive outcomes.We’re building our new Customer Service Centre in Glasgow, and we’re looking for experienced Customer Service Complaints Specialists to join us and help set the standard for how we manage, investigate and resolve complaints across SGN.This isn’t simply about responding to complaints. You’ll take ownership of more complex and escalated cases, get to the heart of what has happened, work with teams across our business to find the right resolution and make sure our customers feel heard and supported throughout.You’ll also play an important role in helping us get better. By spotting trends, sharing learning and supporting colleagues with coaching and training, you’ll help us understand why complaints happen and what we can do differently to prevent them in the future.If you’re someone who can stay calm when conversations are difficult, investigate the detail and find fair solutions while never losing sight of the person behind the complaint, we’d love to hear from you.What you’ll be doingAs a Complaints Specialist, you’ll manage complaints from investigation through to resolution, including complex, sensitive and escalated cases. You’ll:· Investigate complaints and escalations, including complex cases involving different services, operational teams or technical issues.· Work with colleagues across SGN, our operational teams, contractors and third parties to gather evidence and understand exactly what has happened.· Manage high-level complaints and enquiries, including cases escalated to senior leaders within SGN.· Recognise when customers may need additional support and make sure vulnerability is considered throughout the complaint journey.· Provide advice, guidance, coaching and training to colleagues, helping them feel confident managing customer dissatisfaction and complaints.· Spot recurring themes and root causes, sharing insight that can help us improve services and prevent future complaints.· Support our wider Customer Service teams when needed, particularly during major gas emergencies and our busiest winter periods.More than resolving complaints, we want complaints to help us learn.You’ll work closely with our Customer Experience Officer and teams across SGN, turning individual customer experiences into meaningful insight.Whether it’s identifying a recurring issue, improving the way we communicate with customers or helping colleagues handle difficult situations more confidently, your work will help us deliver better outcomes across our network.You’ll already have experience managing customer complaints within a regulated, customer-focused environment and be comfortable taking ownership of cases that aren’t always straightforward.We’d love to hear from you if you have:· Strong complaint investigation and resolution experience, including escalated or complex cases.· The ability to manage a varied caseload, prioritise effectively and work within regulatory timescales.· An understanding of customer vulnerability and the importance of adapting the support we provide.· Experience providing guidance, coaching or training to others around complaint handling.· Experience within energy, utilities or another regulated customer service environment would be a real advantage, as would knowledge of the Energy Ombudsman and regulated complaint-handling processes.This is an exciting time to join Customer Service at SGN.We’re creating a new Customer Service Centre in Glasgow and bringing together people who care about delivering a brilliant experience for our customers.You’ll be joining at a time when there is a real opportunity to help shape how we work - from the culture we create and the standards we set, to how we use customer insight to continuously improve.At SGN, safety comes first, but our customers are at the heart of everything we do. Some of the people you support will be contacting us at a difficult or stressful time, and the way you handle that interaction can make a genuine difference.We’re looking for people who want to be part of building something great in Glasgow and who share our ambition to deliver 10/10 customer service.Research shows some people - particularly women and those from underrepresented backgrounds - may hesitate to apply unless they meet every criteria. SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.About us | Benefits | Diversity and inclusionIf you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.>SGN manage the network that distributes natural and green gas to 5.9 million homes and businesses across Scotlandand the south of England. Whoever your supplier is, our pipes deliver gas safely, reliably and efficientlyto every one of our customers. It’s your gas, in our network.