First Line Complaints Handler

TL;DR

First Line Complaints Handler (Customer Experience): Managing and resolving first-stage customer complaints to ensure fair outcomes and brand protection with an accent on investigation and communication. Focus on identifying process errors, gathering evidence, and delivering professional resolutions within SLAs.

Location: Hybrid (Bolton, Lancashire) — 3 days in office and 2 days from home

Salary: £27,842

Company

hirify.global is a leading UK energy consultancy helping businesses secure the best deals for energy, water, and connectivity.

What you will do

• Manage first-stage and lower-risk customer complaints to resolve issues before they escalate.
• Investigate concerns by reviewing information, gathering evidence, and collaborating with internal teams and suppliers.
• Determine appropriate resolutions or redress based on customer impact and identified errors.
• Communicate investigation outcomes professionally and clearly to customers.
• Ensure all complaints are resolved within the required service level agreements (SLAs).
• Provide feedback to the wider business to improve internal processes and customer journeys.

Requirements

• Previous experience in complaint handling, customer service, or a contact center environment.
• Strong communication and problem-solving skills, with the ability to remain professional in challenging situations.
• High level of organization and strong attention to detail.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to understand and follow complex policies and procedures.
• Must be based in or able to commute to the Bolton office 3 days per week.

Nice to have

• Experience handling escalated complaints.
• Industry experience within energy, utilities, or B2B services.

Culture & Benefits

• Hybrid work model (3 days office / 2 days home) with Mon-Fri schedule and no weekends.
• Healthcare package and secure pension plan.
• 25 days holiday, increasing with service up to 28 days.
• On-site gym access.
• Active social calendar including awards days, themed parties, and conferences.
• Refer-a-Friend scheme rewarding up to £1,000.