Complaints Handler and Quality of Conversation Analyst

Location: West London (Hybrid working)Job Type: Permanent, Full-TimeSalary: £30,000 - £35,000 per annum + bonusReed is working with a fast-growing and highly respected organisation within the UK energy sector to recruit a Complaints Handler and 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 HandlingManage and investigate customer complaints and escalations in line with internal proceduresReview account history, billing data, communications, and supporting evidenceWork cross-functionally to identify root causes and support effective resolutionsDraft clear, well-structured customer responses and investigation summariesMonitor case progress to ensure deadlines are metIdentify recurring issues, trends, and customer pain pointsMaintain accurate records and support reporting activityQuality Assurance and AnalysisReview calls, emails, and tickets against defined quality standardsAssess tone, accuracy, professionalism, and overall customer experienceProvide feedback to support coaching and performance improvementIdentify trends, training needs, and process improvement opportunitiesCollaborate with operational teams to improve service delivery and outcomesAbout YouExperience in customer service, customer operations, or complaints handlingExposure to ..... full job details .....