Location
British Gas, Penman Way, Grove Park, Leicester, LE19 1SZ

Hours
Monday to Friday, 8am – 6pm

Salary
£33,237 per annum plus a quarterly bonus of up to 16% of salary

About the Role
Join Centrica and be part of a team energising a greener, fairer future. As a Business High Level Complaints Specialist, you will manage and resolve complex and high-level customer complaints end-to-end. You will act as a key point of contact for business customers and stakeholders, ensuring fair, thorough, and commercially balanced resolutions while protecting the reputation of the business.
This fast-paced and rewarding role requires handling challenging and sensitive customer situations with strong judgement, resilience, and a customer-first mindset.
You will manage a portfolio of business customer complaints from first contact through to resolution or deadlock, investigating root causes and delivering fair outcomes. Clear, confident, and empathetic communication across written and verbal channels is essential.
You will work closely with internal teams and external partners to drive effective and timely resolutions, handle escalated and high-risk cases professionally, and identify trends to contribute to process and customer journey improvements. Maintaining accurate records and ensuring compliance with quality standards and regulatory requirements are key responsibilities.
Initial training will be office-based for up to 4 weeks, followed by hybrid working opportunities (typically 2 days per month in the office).

Experience
- Experience handling complex or high-level customer complaints, ideally within a regulated environment
- Previous experience in complaints handling in a customer contact role
- Experience working with SME business customers
- Confidence managing escalated customer interactions and making outcome-based decisions

About you
- Excellent written and verbal communication skills
- Ability to manage challenging situations with professionalism and resilience
- 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
- Collaborative, one-team mindset

Qualifications
Knowledge of regulatory frameworks or experience working within a regulated industry is desirable but not essential.