Complaints and Compliance Coordinator

The Green Energy Advice Bureau Limited; Sunderland; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading renewable energy consultancy is seeking a Complaints and Compliance Coordinator to manage complex customer issues and ensure compliance with internal and industry standards. The role demands excellent communication skills and a good understanding of the energy industry. Key responsibilities include resolving issues, maintaining accurate records, and supporting continuous improvement. The position offers an industry-competitive salary, generous holiday allowance, and opportunities for professional development. The role is office-based in Sunderland, Monday to Friday.

Benefits

Free on-site parking

Generous holiday allowance

Professional and Personal Development Fund

Qualifications

• Good understanding of the energy industry is essential.
• Previous experience in complaints handling or customer-facing roles is desirable.
• Ability to manage challenging customer conversations.

Responsibilities

• Act as the first point of contact for complex customer issues.
• Manage cases in line with internal service level agreements.
• Liaise with customers, suppliers, and internal stakeholders.
• Investigate Change of Tenancy (COT) cases for accuracy and compliance.
• Identify trends and root causes to support continuous improvement.
• Maintain accurate records in line with compliance requirements.

Skills

Strong problem-solving ability

Excellent communication skills

Attention to detail

Resilience

Job description

At theGreen Energy Advice Bureau (GEAB), we are passionate about driving the transition to a more sustainable future. As a leading consultancy in the renewable energy sector, we empower customers to navigate the energy market to implement eco-friendly strategies. We are on a mission to power business results through sustainable energy solutions, delivering unmatched efficiency and performance. Our values underpin this mission and everything we do.

Job Overview:

We are delighted to be recruiting for a Complaints and Compliance Coordinator to join our Specialist Services Team. This role is central to managing complex customer issues and preventing escalation into formal complaints, while ensuring compliance with internal processes and industry standards.

This is a fast-paced, customer-focused role suited to someone who has a good understanding of the energy industry and is resilient, adaptable, and confident managing their own workload independently, within a supportive and collaborative team environment.

Your Mission:

• Act as the first point of contact for complex customer issues, delivering timely, fair, and effective resolutions to prevent escalation into formal complaint.
• Manage cases in line with internal service level agreements (SLAs), prioritising workload effectively meet deadlines.
• Liaise with customers, suppliers, and internal stakeholders to ensure clear communication and resolution of issues.
• Investigate and validate Change of Tenancy (COT) cases, ensuring accuracy, compliance, and correct processing.
• Identify trends, root causes, and recurring issues to support continuous improvement and reduce future complaints.
• Work collaboratively with wider teams to maintain high standards of customer service and regulatory compliance.
• Maintain accurate records and documentation in line with compliance and audit requirements.
• Excellent verbal and written communication skills, with the confidence to handle challenging customer conversations.
• Strong problem‑solving ability, using creative and pragmatic solutions to resolve issues effectively.
• Prioritise and manage your own workload, working to defined internal SLAs in a fast‑paced environment.
• Resilience and patience, with the ability to remain calm and professional when dealing with complex or sensitive customer issues.
• Comfortable and willing to adapt to change, responding positively to evolving processes and priorities.
• Work effectively as part of a wider team, while also confidently managing individual responsibilities independently.
• High attention to detail and a strong commitment to compliance and accuracy.
• Previous experience in complaints handling or a customer‑facing role is desirable.
• Knowledge of the Energy industry is essential.
• Industry competitive salary.
• Monday – Friday office based in Sunderland.
• Free on‑site parking.
• Generous holiday allowance plus bank holidays.
• Professional and Personal Development Fund.