Job Description

Elite Energy is a family-run business based in Teesside; a leading provider dedicated to enhancing the energy efficiency of homes across the UK. As a government ECO4 partner, we collaborate with local councils and major energy companies on their journey to net zero, to provide funded heating systems and insulation, all while maintaining a commitment to quality workmanship and carbon neutrality. Our work is powered by our commitment to sustainability, innovation, and social value--delivering government and council-funded schemes that improve lives, reduce carbon emissions, and tackle fuel poverty.

Role Overview

We are seeking a professional and empathetic

Complaints Advisor

to manage and resolve customer complaints related to any company performance across both our government-funded ECO schemes and our private work.

This role is critical in ensuring customer satisfaction, maintaining compliance with scheme standards, and protecting the company's reputation through fair and timely resolution of issues.

Key Responsibilities

Receive, log, and manage complaints from customers, stakeholders, and third parties Investigate complaints thoroughly, liaising with internal teams (installations, quality, compliance) to gather relevant information Ensure all complaints are handled in line with ECO scheme requirements, TrustMark standards, and company policies Communicate clearly and professionally with customers throughout the resolution process Maintain accurate records of complaints, actions taken, and outcomes Identify trends and recurring issues to support service improvement Escalate complex or unresolved complaints to senior management or external bodies where appropriate Provide regular reporting on complaint volumes, resolution times, and customer feedback Support audits and compliance checks by ensuring complaint documentation is complete and accessible

Skills & Experience

Essential:

Previous experience in a complaints handling, customer service, or compliance role Strong communication and interpersonal skills, with a calm and professional approach Ability to manage sensitive situations with empathy and discretion High attention to detail and strong organisational skills Familiarity with ECO schemes, PAS 2035, or TrustMark standards (desirable) Ability to work independently and as part of a team

Desirable:

Experience of SIMRPO and / or MONDAY.COM
Annual starting salary for this role is 27,000 dependent on experience, paid PAYE monthly, with 30 days holiday (including bank), long-service holiday incentives and our pension scheme.

This role will be office based, full time 40 hours, Monday to Friday 8:30am-5pm, with 30 minute lunch and paid AM/PM daily breaks.

Flexibility towards the business needs is required along with Saturday working, on a rota basis (one in three), paid as overtime at time and a quarter.

Job Title:

Complaints Handler

Location:

Stockton-on-Tees

Salary:

27k per annum, based on experience

Job Type:

Full-Time, Permanent

Industry:

Energy / Renewables / Sales

Job Types: Full-time, Permanent

Pay: From 27,000.00 per year

Benefits:

Company events On-site parking
Work Location: In person