Complaints Coordinator

About The Role Flogas / Budget Energy is seeking a proactive, organised, and customer-focused Complaints Coordinator to join our Customer Experience team. This is a cross-jurisdictional role supporting customers across both the Republic of Ireland and Northern Ireland and may be based within either Flogas (ROI) or Budget Energy (NI) , depending business requirements.

The role is central to ensuring that every customer receives a fair, transparent, and timely resolution to their concerns across both residential and commercial markets. Operating within a highly regulated environment, the Complaints Coordinator will manage complaints from initial receipt through to final resolution, ensuring all cases are handled in line with the relevant regulatory standards, internal policies, and our commitment to delivering an exceptional customer experience.

A key part of this role includes managing and resolving escalated complaints, working closely with regulatory and consumer advocacy bodies, including the Consumer Council for Northern Ireland (CCNI) , to support fair outcomes and maintain strong stakeholder relationships.

You will also play a vital role in identifying trends, supporting continuous improvement initiatives, and providing insights that help enhance customer service delivery across both jurisdictions.

Key Responsibilities

• Managing the full lifecycle of customer complaints, ensuring all cases are logged, acknowledged, and resolved within regulatory and internal deadlines.
• Handling CCNIescalated complaints, liaising directly with the Consumer Council for Northern Ireland to provide timely updates, evidence, and resolutions.
• Conducting independent case reviews to reach fair, evidencebased decisions and determine appropriate remedial actions.
• Investigating customer issues thoroughly and providing clear, accurate, and timely resolutions.
• Drafting and issuing final response letters in line with Budget Energy policies and consumer regulations.
• Acting as an escalation point for complex or sensitive complaints, ensuring swift and effective resolution.
• Supporting error resolution processes by prioritising logged errors and coordinating with internal teams.
• Contributing to customerfocused initiatives and process improvements to enhance the overall service experience.
• Maintaining regular communication with customers via phone, email, and written correspondence, keeping them informed throughout their case journey.
• Ensuring gestures, refunds, and agreed resolutions are processed accurately and recorded appropriately.
• Meeting and maintaining KPI targets related to complaint handling and service quality.
• Supporting internal teams with refresher training on complaints, errors, GDPR, and regulatory requirements.
• Analysing complaint trends to identify opportunities for performance and process improvements.
• Preparing weekly, monthly, and quarterly reports and presenting key insights in Complaints Review meetings with department leaders and senior management.
• Acting as a subject matter expert on company and departmental projects as required.
• Carrying out additional duties aligned with the needs of the business.

Candidate Profile The ideal candidate will bring:

• At least two years' experience in a customerfacing role, ideally with exposure to complaints, case management, or error handling in a regulated environment.
• Experience managing escalated or regulatory complaints, including CCNI or similar bodies, is highly advantageous.
• Strong decisionmaking skills and the confidence to manage complex cases independently.
• Excellent communication abilities - written, verbal, and interpersonal - with a calm and professional approach to conflict resolution.
• Exceptional organisational and multitasking skills, with the ability to work under pressure and meet strict deadlines.
• High attention to detail and a commitment to accuracy and fairness.
• Competence in data analysis and reporting, with the ability to present insights to senior stakeholders.
• Strong IT proficiency, including Microsoft Office and experience with ERP or case management systems.
• A thirdlevel qualification (desirable but not essential).

About Flogas / Budget Energy Part of the DCC Group, Flogas Ireland has been a leading energy provider since 1978, supplying LPG, Natural Gas, Electricity, and Renewable Energy solutions across the island of Ireland. With the acquisition of Budget Energy and Flogas Enterprise Solutions, we now serve a diverse customer base across domestic, commercial, agricultural, and industrial sectors.

We are proud to hold the NSAI Quality System Certificate (I.S. EN ISO 9001 Series) and are committed to delivering highquality, reliable, and innovative energy solutions. As we continue to grow, we remain focused on our vision of becoming Ireland's leading provider of total energy solutions.

Why Work With Us

• Competitive salary
• Defined contribution pension scheme
• Health insurance
• Staff discounts
• Health and wellbeing supports
• Learning and development opportunities
• Clear pathways for career progression - we actively promote internal mobility across the Flogas Group.
• We foster a warm, inclusive, and collaborative working environment where every voice is valued.

Flogas / Budget Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.