Complaints Handler

About the role

We are seeking a proactive, empathetic, and detail‑oriented Complaints Handler to join our complaints handling function. You will handle both written and telephone complaints, ensuring that residents receive timely, fair, and high‑quality resolutions.

This role is integral to maintaining trust with our residents and clients, ensuring full compliance with emerging heat network regulatory standards set by Ofgem. You will investigate concerns thoroughly, communicate outcomes clearly, and contribute to improving our processes and overall customer experience.

Key Responsibilities

Manage complaint cases end‑to‑end, ensuring timely, accurate, and fair resolutions in line with internal and regulatory standards.

Engage with residents by phone and in writing using a professional, calm, and empathetic communication style.

Aim for first‑time resolution, delivering a positive and supportive resident experience wherever possible.

Collaborate with internal teams to gather information, resolve cases, and identify service improvements.

Maintain clear and accurate records of all complaints within internal systems.

Ensure compliance with all relevant regulatory and legal frameworks, including Ofgem, GDPR, and Ombudsman guidelines.

Identify trends and recurring issues, feeding insights into continuous improvement initiatives, such as agent error and issues tracking.

Assist the Complaints Manager with duties related to regulatory compliance, reporting, and process development, including undertaking other reasonable duties aligned to the needs of the business.

Location and Working Hours

Full‑time position (37.5 hours per week).

Office location: Stuart House, Peterborough (PE1 5DD), with the option for hybrid working as agreed with your line manager.

Required skills and attributes:

Proven experience in complaints handling, ideally within an Ofgem‑regulated environment.

Strong understanding of complaint handling standards and regulatory expectations.

Excellent written and verbal communication skills, with the ability to manage sensitive and complex situations professionally.

High attention to detail with strong organisational and prioritisation abilities.

Demonstrated ability to work effectively in a fast‑paced, evolving regulatory landscape.

Confident decision‑making skills and the ability to remain calm under pressure.

Strong empathy and customer‑centric mindset.

Benefits:

Salary:  Up to £28,000 based on knowledge, skills and experience

Holiday Allowance: 25 days of holiday per year, plus English bank and public holidays, plus an additional day of Birthday leave.

Pension Scheme: Employer pension contribution matched at 4%.

Employee Assistance Programme (EAP): Free, confidential support available for personal and professional challenges.

Corporate Social Responsibility (CSR) Programme: "DO RIGHT WITH INSITE" provides up to 2 paid days off per year for volunteering with company-led initiatives. Additional information can be viewed here

Social Events: Regular company social events, including an annual Summer Party and Christmas Party.

This benefits package offers a vibrant and supportive work environment, with opportunities for professional growth, work-life balance, and community engagement.

About Insite

Established in 2009, Insite Energy is a dynamic, fast-growing company that provides services to heat network suppliers in the UK. The services provided include metering & billing of residential customers, the installation (and retrofit) of credit billed and pay-as-you-go equipment, and ongoing maintenance and management of the heat network schemes.

We pride ourselves on our commitment to working as one team to put the customer and client first, delivering a reliable, competitive, and professional service. We are tireless in our efforts to be the best at what we do, which is reflected in our Trustpilot rating.  With just over 90 current employees, we are small but mighty, delivering more by working together.

At Insite Energy, we embrace diversity and inclusion. We value all backgrounds, identities, and experiences. We're committed to providing equal opportunities for all and offering reasonable adjustments to ensure accessibility and inclusivity throughout the application process and in the workplace.