Job Description:

Operations Advisor – Complaints

Location: Fleetwood

Working pattern: Monday–Friday office based

Salary: £23,132.20

Contract: Permanent

Hours: Full Time

Are you a confident communicator who can listen carefully, investigate concerns and deliver fair, well-reasoned outcomes? We’re looking for an Operations Advisor to join our Complaints Team at Ruby Energy. You’ll support customers throughout the complaints journey, taking ownership of cases, resolving issues promptly and helping us improve the customer experience while meeting regulatory and compliance requirements.

The Complaints Team helps Ruby Energy respond to customer concerns fairly, consistently and effectively. As an Operations Advisor, you’ll be a key point of contact for customers, take ownership of complaints from initial contact through to resolution, and ensure every case is handled accurately, empathetically and in line with agreed standards.

What you’ll do

· Act as a key point of contact for customers raising concerns, providing professional, empathetic and timely support.

· Handle complaints through telephone, email and written correspondence while maintaining a high standard of customer service.

· Take ownership of a varied complaints caseload, progressing each case from acknowledgement and investigation through to a clear resolution.

· Investigate the circumstances of each complaint, gathering information from customers, internal teams, systems and relevant third parties.

· Assess evidence objectively, identify the root cause and reach fair, consistent outcomes in line with company procedures and regulatory requirements.

· Communicate decisions clearly and sensitively, explaining findings, remedies and next steps in a way that customers can understand.

· Keep accurate case records, issue high-quality written responses and ensure complaints are progressed within agreed service levels.

· Work collaboratively with colleagues across the business to resolve complaints and remove barriers to a positive customer outcome.

· Identify recurring themes, root causes and opportunities to improve processes, controls and customer journeys.

· Support the production and analysis of complaints data and management information to help improve service quality and prevent repeat issues.

· Ensure every complaint is handled professionally, fairly and in line with company values, GDPR, data protection requirements and relevant regulation.

What you’ll bring

· Experience in complaints handling, customer service, case management or a similarly customer-focused role.

· Strong written and verbal communication skills, with the ability to listen actively, ask effective questions and explain decisions clearly.

· The ability to build trust with customers and productive working relationships with colleagues and external partners.

· A calm, fair and customer-focused approach to sensitive or complex concerns.

· Good organisation, attention to detail and the ability to manage a varied caseload against agreed timescales.

· Strong judgement, investigation and problem-solving skills, with the confidence to make balanced decisions and escalate concerns appropriately.

· An understanding of GDPR, data protection and the importance of accurate, confidential record keeping.

· Experience handling escalated complaints or producing formal written complaint responses is desirable.

· Experience in the energy or utilities sector, together with knowledge of relevant complaints regulation and compliance requirements, is desirable.

If you meet most, but not every requirement, we still encourage you to apply. We value transferable skills, a willingness to learn and different perspectives.

Benefits

· Monday to Friday working hours, with early-finish Fridays.

· Buy and Sell Annual Leave Scheme.

· Company pension.

· Referral Programme.

· Free onsite parking.

· Employee Assistance Programme and access to the Employee Health Scheme.

· Career development opportunities and employee recognition incentives.

· Company events and monthly dress-down days.

· Tea and coffee facilities and an on-site canteen.

· Local discounts and benefits.

Who are we?

At Ruby Energy, we are more than energy suppliers; we champion the progress of small and medium-sized businesses. Since 2002, we have built our expertise in commercial utilities and customer service, providing tailored energy solutions that combine innovation, flexibility and dependable support. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we serve businesses across the UK.

What you need to do now

If you would love to join us as an Operations Advisor within our Complaints Team, we encourage you to apply now. Be part of our bright future and chat to Ruby today!

Ability to commute/relocate:

• Fleetwood FY7 7DR: reliably commute or plan to relocate before starting work (required)

Experience:

• Complaint handling: 1 year (required)

Work Location: In person