Job Description

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 70 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.

About the role

We are seeking a proactive, empathetic, and detail-oriented Complaints Manager to lead our complaints handling function. This will include both complaints over the phone and written. This role is pivotal in ensuring resident concerns are resolved efficiently, fairly, and in line with new heat network regulatory standards. You'll be responsible for managing the end-to-end complaints process, identifying root causes, communication with residents and external bodies, and driving continuous improvement across the business.

Key Responsibilities

Oversee the end-to-end complaints handling process, ensuring timely and effective resolution of resident issues, Collaborate with internal teams to resolve complaints, implement corrective actions and proactively follow up on cases stalled or awaiting action elsewhere in the business, Act as the customer's escalation point for complex or high-risk complaints, Maintain accurate records of complaints and produce monthly reports, Identify trends and root causes to manage and implement process and service improvements and prevent recurrence, Ensure compliance with relevant regulatory and legal frameworks (e.g., GDPR and Ombudsman guidelines). Keep processes and documentation up to date with any changes in regulation relating the complaints handling, Be the direct liaison contact external bodies such as Ofgem & Department for Energy Security & Net Zero (DESNZ) and Energy Ombudsman, Train and support CSAs and other teams in complaint handling best practices, Champion a resident-centric culture and promote transparency and accountability, Demonstrate a professional and empathetic phone manner to resolve complaints efficiently, aiming for first-time resolution and a positive resident experience.

Location and working hours:

Full-time position (37.5 hours per week). Office location: Stuart House, Peterborough (PE1 5DD) with flexibility to work from home as agreed with line manager.

Required skills and attributes:

Proven experience in complaints management, ideally within a regulated market, Strong knowledge of complaint handling standards, Excellent written and verbal communication and interpersonal skills, with the ability to manage sensitive situations, Analytical mindset with experience in data reporting and trend analysis, Ability to lead and influence cross-functional teams, High attention to detail and strong organisational skills, Proficiency in CRM systems and Microsoft Office Suite incl. excel.

Benefits:

Salary:

Up to 35,000 dependent on skills and experience level.

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.

Our Values:

Community

Innovation

Excellence

Sustainability