Complaints and Communications Manager

Overview

As Complaints and Communications Manager in a fast-growing green energy provider, you will oversee escalated complaints and ensure compliant, high-quality customer communications. You’ll own our tone of voice and customer-facing templates, support service agents in early-stage queries, and coach teams to improve service delivery. This role blends compliance, communication, and analysis to reduce recurring issues and protect the customer experience. You drive calm, solutions-oriented resolutions at scale.

Responsibilities

• Manage escalated complaints to ensure timely, compliant resolution
• Support customer service agents with early-stage query handling
• Analyze complaint trends to identify and prevent recurring issues
• Own and maintain the company tone of voice and customer-facing templates
• Coach internal teams on effective communication and service delivery
• Provide guidance to ensure high-quality written communications and outcomes

Key requirements

• Proven experience in a customer service or complaints handling environment
• Strong understanding of complaint processes and compliance standards
• Exceptional written communication skills for drafting complex correspondence
• Ability to handle difficult conversations in a calm, solutions-focused manner
• Strong analytical and organisational skills to manage multiple priorities
• Driving license required due to location of the office

• calm under pressure
• solutions-focused
• coaching and mentoring
• written communication
• complaint processes
• compliance standards

…