Complaints Handler & Quality of Conversation Analyst

• Location: West London (Hybrid working)
• Job Type: Permanent, Full-Time
• Salary: £30,000 - £35,000 per annum + bonus

Reed is working with a fast-growing and highly respected organisation within the UK energy sector to recruit a Complaints Handler & Quality Analyst.

This is an excellent opportunity for someone with a background in customer service, complaints, or operations who is looking to develop further into quality assurance, customer experience, and process improvement within a supportive and fast-growing business.

Complaint Handling

• Manage and investigate customer complaints and escalations in line with internal procedures
• Review account history, billing data, communications, and supporting evidence
• Work cross-functionally to identify root causes and support effective resolutions
• Draft clear, well-structured customer responses and investigation summaries
• Monitor case progress to ensure deadlines are met
• Identify recurring issues, trends, and customer pain points
• Maintain accurate records and support reporting activity

Quality Assurance & Analysis

• Review calls, emails, and tickets against defined quality standards
• Assess tone, accuracy, professionalism, and overall customer experience
• Provide feedback to support coaching and performance improvement
• Identify trends, training needs, and process improvement opportunities
• Collaborate with operational teams to improve service delivery and outcomes

About You

• Experience in customer service, customer operations, or complaints handling
• Exposure to complaints, escalations, or quality monitoring (desirable)
• Excellent attention to detail with strong analytical thinking
• Ability to investigate issues across systems and identify root causes
• Very comfortable working with data (Excel skills advantageous)

If you are interested in this opportunity, please apply with your updated CV and reach out to .