IN SHORT

We’re looking for a proactive Complaints Handler with sharp analytical skills to resolve customer complaints swiftly and effectively, while driving service excellence. In this key role, you’ll investigate and respond to complaints professionally and in line with our processes, identify areas for improvement, and provide valuable feedback to the business. Working collaboratively with the wider team, you’ll help shape a better customer experience by highlighting service gaps and recommending practical solutions.

WHAT WILL YOU DO

You will be responsible for managing complaints from the start to finish, finalising the communication with the customer. You will also be reponsible for:

• Reporting on trends, issues and making commercial recommendations.
• Achieve KPIs in line with company strategy and operational objectives - regularly monitoring progress and making improvements where necessary.
• Provide clear, accurate and timely management reporting as required.
• Maintain and develop high levels of collaboration with other internal stakeholders.
• Ensure all business process are documented, and reviewed regularly for improvement.The successful applicant may also be required to carry out any other duties within the scope and purpose of this role as requested by their line manager and in line with business needs.
• Ensuring complaints have been fully investigated and all responses have been in line with current policies and procedures.

WHAT WILL YOU BRING

Knowledge and experience:

• Experience within the energy industry would be preferable but not essential.
• Experience within a similar role would be preferable but not essential.
• Excellent IT skills and good working knowledge of Microsoft Office and equivalent.

Skills

• Ability to build strong relationships with a wide range of stakeholders.
• Excellent time management with the ability to prioritise workloads and adhere to deadlines
• Ability to work under pressure and meet tight deadlines.
• Ability to deal with difficult situations.
• You must be positive and self-motivated and be able to work very closely with your team members.

ABOUT US

Securing Energy for Europe – it’s a simple statement, with a bold ambition. SEFE is not just our name, but also encompasses everything that drives us. To accomplish this, we’re taking immediate action to secure gas supply – but also looking forward, to explore our role in the European energy transformation and how we can contribute to a stable and sustainable future.  

SEFE, an international energy company, ensures the security of supply and drives the decarbonisation of its customers. SEFE’s activities span the energy value chain, from origination and trading to sales, transport, and storage. Through its decades-long expertise in trading and the development of its LNG business, SEFE has become one of the most important suppliers to industrial customers in Europe, with an annual sales volume of 200 TWh of gas and power. Its 50,000 customers range from small businesses to municipalities and multinational organisations. By investing in clean energies and especially in the hydrogen ecosystem, SEFE is contributing to the energy transition. The company employs around 2,000 people globally and is owned by the Federal Government of Germany.

Our international teams work across locations in Europe, Asia, and North America. We’re passionate about energy and the important role it can play in shaping a better future.  

Securing energy – now and for the future.

OUR BENEFITS

We’re committed to creating an inclusive environment that embraces diversity and fosters the development of knowledge, skills, and experience. Whatever your role, you’ll find an open, welcoming atmosphere that empowers you, and recognises your contribution.

In return we offer a competitive starting salary supported by a comprehensive range of financial, lifestyle and wellness benefits with the flexibility to follow a hybrid working model.

• bonus earning potential
• non-contributory pension with 10% employer contribution
• 25 days holiday plus bank holidays and volunteering days
• buy / sell holidays
• life assurance
• medical and dental insurance (family cover)
• range of optional flexible benefits

We are committed to supporting your career growth with opportunities to develop both your knowledge and experience through a blended approach to learning.

Join SEFE and help us secure energy supply across Europe and shape a better, more sustainable tomorrow.