Job Description

About the Role

To manage and coordinate the complaints process related to accredited energy assessors, ensuring all complaints are handled efficiently, fairly, and in accordance with regulatory and accreditation standards. The role supports the integrity of the accreditation scheme and contributes to continuous improvement in service delivery, risk management, and compliance. The role requires regular interaction with internal and external stakeholders, including legal advisors, insurers, and government bodies.

Key Responsibilities

Complaint Handling & Investigation

Manage the complaints process from start to finish, including stakeholder liaison and detailed reporting. Act as the first point of escalation for complaints. Conduct thorough investigations and ensure impartiality and confidentiality throughout. Escalate relevant complaints to the Certificate Committee and Insurance Claims Panel, and present findings at these meetings.

Risk & Legal Liaison

Liaise with the Claims and Legal Risk Advisory Group to present matters of business risk or financial implications to senior stakeholders. Liaise with insurers and manage the insurance claim process, reducing pressure on internal legal resources.

Compliance & Reporting

Ensure all complaints are managed in line with internal policies, accreditation requirements, and relevant legislation. Contribute to MHCLG (Ministry of Housing, Communities and Local Government) monthly reporting. Maintain accurate records and produce regular reports on complaint trends and outcomes.

Performance & Process Management

Responsible for complaint KPIs and ensuring all timeframes are met. Analyse complaints and collaborate with support teams to identify and address training gaps for members.
Identify recurring issues and recommend improvements to accreditation processes and assessor training.

Key Competencies:

Integrity and impartiality

Analytical thinking

Conflict resolution

Customer service orientation

Team collaboration

Our Ideal candidate will have:

? Minimum of 2 years experience in complaints handling, compliance, or regulatory environments.
? Excellent written and verbal communication skills.
? High attention to detail and ability to manage sensitive information.
? Strong organisational and time management skills.

Preferred (but not essential) skills and qualifications:

? Knowledge of energy assessment schemes (e.g., EPCs, DEC, SAP, etc.).

? Experience working within an accreditation or certification body.

? Familiarity with relevant legislation (e.g., GDPR, consumer protection laws).

About you

People are what make Elmhurst great. It is the drive and commitment of our people that creates our success, which is why we focus on recruiting and developing the best talent.

We are seeking an individual who possesses a strong 'Can-Do' attitude, willing to go the extra mile to provide a positive customer

Job Type: Full-time

Pay: 26,000.00-27,000.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Employee discount Free flu jabs Health & wellbeing programme On-site parking Private medical insurance Referral programme Sick pay Work from home
Application question(s):

Tell us a bit about why you would like to work for Elmhurst Energy? The job location is in Lutterworth and requires 3 days minimum office attendance - Have you considered this?
Work Location: Hybrid remote in Lutterworth LE17 4HB

Reference ID: Complaints Coordinator