Junior Complaints Handler & Quality of Conversation Analyst

The Role:
Brook Green Supply (BGS) is an independent B2B energy supplier providing tailored energy and Net-Zero solutions to industrial and commercial customers.
Within the Quality and Complaints function, the Junior Complaints Handler & Quality of Conversation Analyst supports fair customer outcomes by investigating complaints, progressing escalations and reviewing the quality of customer communications.
You will review customer conversations against Brook Green Supply’s agreed standards, identify recurring issues and share constructive findings with operational teams. This role suits someone with customer service or customer operations experience who is keen to build expertise in complaints, quality assurance and customer experience improvement.

Essential Functions of the Job:
Complaint handling:

• Handle and progress customer complaints and escalations in line with Brook Green Supply’s Complaints Procedure, seeking guidance when needed.
• Review account history, customer contact, billing information, internal notes and other evidence to establish the facts of a complaint.
• Work with operational teams to investigate root causes and identify appropriate actions to resolve customer concerns.
• Draft clear complaint responses, investigation summaries and customer updates for review where appropriate.
• Track complaint deadlines, maintain accurate records and highlight cases requiring escalation.
• Support fair, balanced resolutions for customers and the business.
• Identify recurring complaint themes, customer pain points and opportunities for service or process improvement.
• Contribute to complaint reporting and the accurate recording of case outcomes.

Quality of Conversation evaluations:

• Review samples of telephone calls, emails and customer tickets against agreed quality standards.
• Assess the clarity, accuracy, tone, professionalism and customer focus of written and verbal interactions.
• Record evidence-based findings and provide constructive feedback to support colleague coaching.
• Identify patterns in communication quality, case ownership, investigation and expectation management.
• Support quality reporting, trend analysis and the identification of training or process improvement needs.
• Work with Team Leaders and operational teams to strengthen service standards and customer experience.

Skills & Experience Required:

• Experience in customer service, customer operations or another customer-facing environment.
• Exposure to complaints, escalations, quality monitoring or customer experience improvement is desirable.
• Clear written and verbal communication skills, with the ability to draft professional customer correspondence.
• Strong attention to detail and the ability to review records and customer conversations objectively.
• An inquisitive, structured approach to investigation, problem-solving and identifying root causes.
• Sound judgement and empathy when supporting fair, well-reasoned customer outcomes.
• Good organisation skills and the ability to manage deadlines across varied tasks.
• A collaborative approach to working with colleagues across different teams.
• Proactive, receptive to feedback and motivated to develop new skills.
• Confident using Microsoft Excel, Word and PowerPoint where required.
• Experience in the energy industry is desirable but not essential.

Brook Green Supply is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants. We will never ask if you have a disability at any point in the recruitment process. However, if you require any specific accommodations during the interview process, please let us know and we will do our best to support you.