About this role
Manage outbound and inbound calls for customers with existing complaints or service issues Review and understand assigned complaint tickets before contacting customers Provide clear updates, resolution status, and next steps to customers Act as a single point of contact for customers during the complaint lifecycle Ensure all interactions are handled in line with UK regulatory and customer service standards Drive first-call resolution wherever possible to reduce repeat contacts Accurately update case notes, customer responses, and call outcomes in internal systems Escalate complex or high-priority cases to relevant teams (e.g., field services, metering, billing) Follow up on open cases and customer dependencies until closure Maintain quality, compliance, and customer satisfaction targets