Customer Resolution Specialist

Location: Glasgow, with regular office attendance at least once a week. Hub offices are located in Glasgow, Bristol, or London.

Salary: £28,380, rising to £29,980, plus a 15% on-target bonus.

Company

hirify.global Energy is working to address the climate crisis through its Plan Zero mission and customer-focused energy services.

What you will do

• Investigate and respond to escalated customer complaints by phone, email, and letter.
• Identify root causes, manage expectations, and provide tailored resolutions.
• Rebuild customer trust by correcting issues and applying in-depth product and process knowledge.
• Ensure complaint cases follow established processes and procedures.
• Work toward complaint-resolution targets while protecting the hirify.global brand.
• Escalate potential blockers and broader issues to management or relevant departments.

Requirements

• Experience in complaints handling is preferable.
• Calm, balanced, solution-focused approach in challenging situations.
• Strong organisation skills with the ability to manage and prioritise workload independently.
• Clear, adaptable communication and the ability to build rapport with customers and colleagues.
• Ability to understand customer and business needs and work effectively in a regulated environment.
• Visa sponsorship is not available for this role.

Culture & Benefits

• Full-time schedule of 37 hours per week, with shifts between 8:00 and 18:15 Monday to Friday and one Saturday per month from 9:00 to 14:00.
• 34 days of holiday including bank holidays.
• 9% Flex Pay, including pension contributions and flexible benefits options.
• Healthcare, private medical insurance options, critical illness cover, life assurance, and wellbeing benefits.
• Energy-plan discounts, green home benefits, cycle-to-work support, and public transport season-ticket loans.
• Inclusive workplace with employee-led Belonging Networks.