Complaints Customer Care Executive

Customer Care Executive – Complaints

Location: Coventry (Office based)

Reporting to: Complaints Manager

Salary: Competitive + bonus + benefits

About Us

Corona Energy is a leading independent energy supplier with over 30 years’ experience in servicing UK businesses. We currently supply 14% of the industrial and commercial gas market, supporting around 17,000 customers and managing over 84,000 meters. Our people are at the heart of our success, with the vast majority rating us as a great place to work.

About the role

We are looking for a passionate, resilient and performance‑focused Complaints Executive to join our Complaints team.

This is a fast‑paced role with high levels of ownership, where success is measured not only by customer outcomes, but also by your ability to consistently meet quality, productivity and resolution KPIs.

The ideal person will have strong experience of working in a regulated environment within Complaints team. In this role, you will manage a caseload of queries end to end (around 100 complaints). While the role is customer‑focused and deadline‑driven, it will require excellent organisation and accountability skills.

What you will be doing:

• Taking end‑to‑end ownership of a high‑volume, complex complaints caseload
• Handling escalated and high‑impact complaints, including executive‑level cases
• Investigating complaints thoroughly while balancing empathy, evidence and commercial outcomes
• Delivering high‑quality resolutions within agreed KPIs, SLAs and compliance timescales
• Working in a performance‑driven environment, with clear expectations around:
• Resolution turnaround times
• Quality scores and audit outcomes
• Caseload management and productivity
• Producing clear, accurate and well‑reasoned written responses suitable for internal and external review
• Prioritising workload effectively to meet multiple, competing targets
• Identifying trends, root causes and risks that impact complaint volumes and performance
• Continuously improving complaint handling quality while maintaining speed and consistency

What we are looking for:

You may already have complaints experience, or be stepping up from customer service, case management or regulated contact‑centre roles.

What’s essential is that you can demonstrate:

• Strong complaint handling or customer resolution skills in challenging situations
• A genuine passion for delivering fair outcomes and advocating for customers
• High levels of empathy, emotional intelligence and professionalism
• The ability to work effectively to KPIs, targets and strict deadlines
• Confidence managing a large personal caseload independently
• A learning mindset and the resilience to adapt in a fast‑changing environment
• A quality‑first approach, even when working under performance pressure
• Excellent written and verbal communication skills

Experience in utilities, regulated environments or Ombudsman‑related complaints is desirable, but not essential if you have the right attitude and transferable skills.

Why join us?

• A role with genuine ownership, accountability and visibility
• Clear performance measures with support to help you succeed
• Structured development into regulated, high‑level complaints handling
• Competitive salary and comprehensive benefits package
• Bonus potential based on performance
• Annual leave, flexible benefits and birthday leave
• Private medical insurance, life insurance and income protection
• Career progression opportunities across the business

At Corona Energy, we believe that diversity and inclusion are essential to driving innovation and discovery. We are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed, regardless of their background, identity, or personal circumstances. We actively encourage applications from individuals of all genders, ethnicities, abilities, and experiences.

As a Disability Confident Employer, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance, please speak to a member of the recruitment team.