Reed
- Location: West London (Hybrid working)
- Job Type: Permanent, Full-Time
- Salary: £30,000 – £35,000 per annum + bonus
Reed is working with a fast-growing and highly respected organisation within the UK energy sector to recruit a Complaints Handler & Quality Analyst.
This is an excellent opportunity for someone with a background in customer service, complaints, or operations who is looking to develop further into quality assurance, customer experience, and process improvement within a supportive and fast-growing business.
Complaint Handling
- Manage and investigate customer complaints and escalations in line with internal procedures
- Review account history, billing data, communications, and supporting evidence
- Work cross-functionally to identify root causes and support effective resolutions
- Draft clear, well-structured customer responses and investigation summaries
- Monitor case progress to ensure deadlines are met
- Identify recurring issues, trends, and customer pain points
- Maintain accurate records and support reporting activity
Quality Assurance & Analysis
- Review calls, emails, and tickets against defined quality standards
- Assess tone, accuracy, professionalism, and overall customer experience
- Provide feedback to support coaching and performance improvement
- Identify trends, training needs, and process improvement opportunities
- Collaborate with operational teams to improve service delivery and outcomes
About You
- Experience in customer service, customer operations, or complaints handling
- Exposure to complaints, escalations, or quality monitoring (desirable)
- Excellent attention to detail with strong analytical thinking
- Ability to investigate issues across systems and identify root causes
- Very comfortable working with data (Excel skills advantageous)
If you are interested in this opportunity, please apply with your updated CV and reach out to .
To apply for this job please visit www.reed.co.uk.
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