Complaints and Compliance Coordinator

Industry competitive salary

Location: Sunderland

About Us:

At the Green Energy Advice Bureau (GEAB), we are passionate about driving the transition to a more sustainable future. As a leading consultancy in the renewable energy sector, we empower customers to navigate the energy market to implement eco-friendly strategies. We are on a mission to power business results through sustainable energy solutions, delivering unmatched efficiency and performance.  Our values underpin this mission and everything we do.

Job Overview:

We are delighted to be recruiting for a Complaints and Compliance Coordinator to join our Specialist Services Team. This role is central to managing complex customer issues and preventing escalation into formal complaints, while ensuring compliance with internal processes and industry standards.

This is a fast-paced, customer-focused role suited to someone who has a good understanding of the energy industry and is resilient, adaptable, and confident managing their own workload independently, within a supportive and collaborative team environment.

Your Mission:

• Acting as the first point of contact for complex customer issues, delivering timely, fair, and effective resolutions to prevent escalation into formal complaint
• Managing cases in line with internal service level agreements (SLAs), prioritising workload effectively to meet deadlines
• Liaising with customers, suppliers, and internal stakeholders to ensure clear communication and resolution of issues
• Investigating and validating Change of Tenancy (COT) cases, ensuring accuracy, compliance, and correct processing
• Identifying trends, root causes, and recurring issues to support continuous improvement and reduce future complaints
• Working collaboratively with wider teams to maintain high standards of customer service and regulatory compliance
• Maintaining accurate records and documentation in line with compliance and audit requirements

Key Competencies:

• Excellent verbal and written communication skills, with the confidence to handle challenging customer conversations
• Strong problem-solving ability, using creative and pragmatic solutions to resolve issues effectively
• Ability to prioritise and manage your own workload, working to defined internal SLAs in a fast-paced environment
• Resilience and patience, with the ability to remain calm and professional when dealing with complex or sensitive customer issues
• Comfortable and willing to adapt to change, responding positively to evolving processes and priorities
• Ability to work effectively as part of a wider team, while also confidently managing individual responsibilities independently
• High attention to detail and a strong commitment to compliance and accuracy
• Previous experience in complaints handling or a customer-facing role is desirable
• Knowledge of the Energy industry is essential

Benefits:

• Industry competitive salary
• Monday – Friday office based in Sunderland
• Free on-site parking
• Generous holiday allowance plus bank holidays
• Professional and Personal Development Fund
• Phenomenal office culture!