Complaints Manager
We usually respond within three days
We are looking for a Complaints Manager!
đź’° Salary: ÂŁ40,000.00 annually
đź“Ť Location: Pheonix Way, Swansea Enterprise Park SA7 9HZ
đź•° Hours of work: (37.5) hours per week, Monday to Friday
About this role:
We are looking for a Complaints Manager to join our growing Aftercare team in Swansea. This is a fantastic opportunity for someone with strong leadership skills who enjoys coaching, guiding and developing others.
Working alongside our Head of Complaints, you will take responsibility for the day-to-day running of the complaints team, ensuring cases are handled effectively, customer service standards remain high, and colleagues have the support and guidance they need to achieve their best.
As we deliver energy efficiency upgrades (including insulation, heating, solar PV and retrofit measures) in domestic homes across the UK, knowledge of internal building work, retrofitting, or property upgrades will be highly desirable.
Responsibilities:
- Line manage and performance manage a team of Complaint Handlers.
- Provide coaching, guidance, and support on handling complex cases and customer conversations.
- Take ownership of escalated cases where required.
- Analyse complaint data to identify trends, root causes, and performance gaps.
- Produce investigation reports and case studies where necessary.
- Work closely with other departments to drive resolutions and improvements.
- Support the Head of Complaints in delivering a first-class complaint function.
Required Skill and Experience:
- Proven experience managing or supervising a team within complaints, customer service, or a regulated environment.
- Strong people management skills with the ability to coach and motivate.
- Excellent written and verbal communication skills.
- Confidence to handle escalated complaints and challenging conversations with professionalism.
- Strong organisational and time-management abilities.
- Competent in Excel and able to interpret and present complaint data.
- Calm, resilient, and solution-driven.
- Desirable: Experience in the energy efficiency, construction, retrofit, or home improvement sector.
At CES, we’re passionate about delivering a positive customer journey while making homes across the UK more energy efficient. As part of our team, you’ll be supported to develop your skills, make a meaningful impact, and grow your career within a business committed to sustainability.
Consumer Energy Solutions is an equal opportunity employer dedicated to celebrating diversity and fostering an inclusive environment for all employees.
If you're ready to join our winning team APPLY NOW!
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LinkedIn - https://www.linkedin.com/company/consumer-energy-solutions-limited
Careers page - https://careers.consumerenergysolutions.co.uk/
- Department
- Renewables
- Locations
- Head Office
About Consumer Energy Solutions
Our Commitment to Sustainability
At CES, we are dedicated to creating a greener future by making energy efficiency accessible to all. With a proven track record of transforming over 8,000 homes, we’ve helped our customers reduce energy consumption, lower carbon footprints, and save on costs.
Our focus is on delivering eco-friendly, energy-efficient solutions through government-backed grants, ensuring that sustainability is within reach—without financial burden. By taking advantage of these opportunities, individuals and families can make smart, environmentally conscious choices that benefit both their homes and the planet.
We believe that every home has the potential to be a beacon of sustainability. Through innovative solutions, expert guidance, and a commitment to customer satisfaction, we’re driving meaningful change toward a cleaner, more energy-efficient future.
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