Complaints and Claims Specialist
Company
Location
Castle Donington, England, United Kingdom
Posted At
6/30/2025
Advertise with us by contacting: [email protected]
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Description
Job Introduction
An opportunity is available for a Complaints & Claims Specialist, based at our offices in Castle Donington.
Reporting to the Customer Complaints and Claims Team Leader, you will be responsible for supporting Customer complaints and small claims through clear, empathetic communication.
You will drive collaboration with internal and external stakeholders to support a resolution and recommend changes to improve customer experience and business performance.
The successful candidate will ensure fair, timely resolution of complaints & small claims, while maintaining a positive customer experience and exercising autonomous decision-making within established guidelines.
As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.
Main Responsibilities
We are looking for an exceptional communicator with excellent interpersonal skills, who has a strong focus on empathy and can actively listen in challenging situations.
You’ll need a collaborative mindset to work effectively across different teams and with a variety of stakeholders.
It is important you can demonstrate your ability to negotiate effectively, using a proactive approach to resolve issues and see problems through to a mutually acceptable conclusion.
This role requires you to work flexibly to manage and prioritise your own workload.
Knowledge of Company policies and procedures, or the capability learn these quickly is essential.
National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.
About Us
We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.
National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.
An opportunity is available for a Complaints & Claims Specialist, based at our offices in Castle Donington.
Reporting to the Customer Complaints and Claims Team Leader, you will be responsible for supporting Customer complaints and small claims through clear, empathetic communication.
You will drive collaboration with internal and external stakeholders to support a resolution and recommend changes to improve customer experience and business performance.
The successful candidate will ensure fair, timely resolution of complaints & small claims, while maintaining a positive customer experience and exercising autonomous decision-making within established guidelines.
As part of our hybrid working approach this role offers a mix of office and home working. Hybrid working can only be considered once your initial training is complete and subject to business need.
Main Responsibilities
- Own and asses the validity of customer claims, GSoP claims and complaints from inception to resolution. Providing regular and relevant updates in line with company standards.
- Act as the point of contact for receiving and resolving executive level complaints. Providing efficient resolutions for customers, whilst providing updates and insights to the executive team. Adhering to regulatory commitments and responsibilities
- Take ownership of complex complaints and claims and, improving speed of resolution and customer experience.
- Ensure all claims and appropriate complaints are managed in line with company policies and industry standards.
- Process relevant payments, including GSoP payments, promptly and accurately, adhering to company and regulatory standards.
- Contribute insights and feedback to enhance team performance and customer experience, evolving our way of working in line with our values and vision
We are looking for an exceptional communicator with excellent interpersonal skills, who has a strong focus on empathy and can actively listen in challenging situations.
You’ll need a collaborative mindset to work effectively across different teams and with a variety of stakeholders.
It is important you can demonstrate your ability to negotiate effectively, using a proactive approach to resolve issues and see problems through to a mutually acceptable conclusion.
This role requires you to work flexibly to manage and prioritise your own workload.
Knowledge of Company policies and procedures, or the capability learn these quickly is essential.
National Grid Electricity Distribution is committed to safeguarding the interests of the Company, colleagues and customers. This role is subject to a satisfactory Barring Service, (DBS) check, depending on the role different levels of screening and vetting are required. Some roles require a triannual check.
About Us
We’re National Grid Electricity Distribution (NGED), the owner and operator behind the electricity distribution systems for the Midlands, the Southwest of England and South Wales. Serving communities of more than 8 million people, our expert teams deliver heat, light and power for homes and businesses.
National Grid employs over 29,000 people worldwide. We are building an inclusive workplace, a place to actively celebrate the cultures, personalities and preferences of our colleagues – who in turn help to build the success of our business and reflect the diversity of the communities we serve. Our vision is to be at the heart of a clean, fair and affordable energy future and we are doing this in a fast-moving industry with an increasing focus on tackling climate change, exploring new energy sources that are renewable, low carbon, and improve efficiency to meet demand.
Advertise with us by contacting: [email protected]
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