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Complaints Investigator

Salary Details:
£22,050- £26,250
27 Jun 2022
About The Role

As a Complaint Investigator you'll be working within the Customer Champion Team with the primary focus of resolving our customers’ complaints and helping to represent their interests inside and outside our organisation.

You'll deal with the customer contact side of complaints management and help the Customer Champion Team resolve issues in a fair and even handed way by researching the account thoroughly, as a whole rather than just the complaint, correcting any errors found and advising on the best way forward. You'll also assist in the gathering and feed back of information to the organisation to allow us to improve processes and gain more information about how we can provide a better service.

This role reports directly to the 2 Customer Champion Team Leaders.  This team sits outside of the Customer Service Operation to enable it to provide an independent, customer orientated view of the business.


Core Responsibilities

  • Customer Contact and Complaint Resolution by liaising with appropriate Retail member/s
  • Thorough investigation of complaint/account and suggested resolution, either by telephone, email or letter, to include sales ledgers, bill lists or usage charts, full account reconciliation as required
  • Challenging decisions made elsewhere in the business to ensure full compliance with Supply License Conditions (SLC) and Regulations, back billing, GS payments etc.
  • Negotiation and internal liaison with key members of the Retail Team to understand issues and problems
  • Monitoring accounts as required to avoid external escalation
  • Obtaining and preparing information from the system with regard to complaints for reporting purposes
  • Recommendation of compensation/goodwill credits in accordance with our internal compensation process, the external requirements of Energy Supply Ombudsman (EnSO)/Extra Help Unit (EHU) and also in accordance with the guaranteed standards of service that apply
  • Liaison with all industry participants, internal and external, e.g: old/new suppliers, MOP, DC etc.
  • Reporting directly to Customer Champion Team Leader to identify process or individual issues that require response, via direct liaison and feedback forms
  • Proactive work within the business, providing advice on complicated accounts and drafting letters to prevent escalation to a complaint

Additional Responsibilities

  • Assistance with any customer survey or analysis work as required
  • Helping raise awareness of complaint process within the business, via attending meetings, running training sessions etc.
  • Advising on identification of complaints in accordance with Ofgem’s very strict definition of a complaint
  • Ad hoc as required
About You

Skill Set Desired

  • Extensive customer liaison experience including dealing with domestic/business customers in a confident, professional and tactful manner
  • Able to work to tight deadlines and under pressure to ensure compliance with Complaints Handling Regulation and Ofgem rules/timescales for complaint handling
  • Thorough knowledge of the industry/business, to include awareness of SLC/Regs/CHR/EnSO etc.
  • Ability to understand, challenge and summarise complicated information obtained from all specialist areas of the business and format into a creditable and customer focused response
  • Knowledge and understanding of the definition of a complaint and the processes – both internal and external rules/ requirements
  • Problem solving ability
  • Analytical and investigative capability
  • Time management and prioritization skills - ability to organise workload with multiple priorities
  • Excellent level of verbal and written communication skills
  • Adaptable and used to managing change

Specific Knowledge Required

  • High level of numeracy, accuracy, and problem-solving ability
  • Knowledge of how to deal with distressed, confused, vulnerable people
  • Experience of dealing with difficult customers
  • Knowledge of all Industry systems and databases used – SAP, Excel, Word, Salesforce, Mitel
  • Excellent level of Customer Care and Negotiation skills
  • Broad depth of knowledge of the whole business/energy industry


About Us

What's in it for you...

  • Healthcare plan, life assurance and generous pension contribution
  • Volunteering day
  • Hybrid working
  • Various company discounts (including shops, days out and events)
  • Holiday of 25 days (plus bank holidays) & ability to buy/sell days 
  • Cycle to work scheme, car pooling and onsite parking available 

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025


Flexibility statement 

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use it's people in the best possible way at all times and helps the employees to make make their contribution in a changing environment.  

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity- the green kind. 

Our mission was, and remains, to change the way energy is made and used in Britain- by replacing fossil fuels with clean, renewable energy. 

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too- we build windmills and sun parks in Britain. We call this 'bills in to mills'. In 2021, we started work on building two new solar parks, and now, in 2022, we're bringing geothermal energy to our customers' fuel mix, a first in the UK. We're also developing green gas mills which will generate 100% green gas from a source that we will never run out of- grass. 

We don't just focus on energy though- we built Electric Highways, Britain's leading network of electric vehicle charging points, we helped Forest Green Rovers become the greenest football club in the world, and, in partnership with RSPB, we launched Britain's greenest mobile phone service, Ecotalk + RSPB. 


Ecotricity is an equal opportunities employer and is committed to providing equality for all.