Complaints Handler

Job Title: Complaints Handler
Location: Lutterworth
Salary: £26000 - £28000
Contract Type: Permanent

About the Role
We are seeking a detail-oriented and proactive Complaints Handler to manage and coordinate the complaints process related to accredited energy assessors. You will ensure all complaints are handled efficiently, fairly, and in accordance with regulatory and accreditation standards. This role plays a key part in maintaining the integrity of our accreditation scheme and driving continuous improvement in service delivery, risk management, and compliance.
The position involves regular liaison with internal and external stakeholders, including legal advisors, insurers, and government bodies, and requires strong organisational, analytical, and communication skills.

Key Responsibilities

Complaint Handling & Investigation

Manage the complaints process from start to finish, acting as the first point of escalation.

Conduct thorough, impartial investigations while maintaining confidentiality.

Liaise with stakeholders and produce detailed reports.

Escalate relevant complaints to the Certificate Committee and Insurance Claims Panel, presenting findings at meetings.
Risk & Legal Liaison

Work with the Claims and Legal Risk Advisory Group to highlight matters of business risk or financial implications.

Liaise with insurers to manage the insurance claims process, reducing demand on internal legal teams.
Compliance & Reporting

Ensure all complaints are handled in line with internal policies, accreditation requirements, and relevant legislation.

Contribute to monthly reporting for the Ministry of Housing, Communities and Local Government (MHCLG).

Maintain accurate complaint records and generate regular trend analysis reports.
Performance & Process Management

Manage and monitor complaint-related KPIs, ensuring all timeframes are met.

Analyse complaint data to identify recurring issues, training needs, and process improvements.

Collaborate with support teams to address training gaps for accredited members.

Key Competencies

Integrity and impartiality

Analytical thinking and problem-solving

Strong conflict resolution skills

Customer service orientation

Effective collaboration and teamwork

Essential Requirements

Minimum 2 years experience in complaints handling, compliance, or a regulatory environment.

Excellent written and verbal communication skills.

High attention to detail and ability to manage sensitive information.

Strong organisational and time management skills.

Knowledge of energy assessment schemes (e.g., EPCs, DEC, SAP).

Experience working within an accreditation or certification body.

Familiarity with relevant legislation (e.g., GDPR, consumer protection laws).

Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.

Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.

Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.