Complaints Handling jobs in Scotland

Complaints Advisor (Back Office)

Location: Glasgow (Office based)

Hours: Monday to Friday (40 hours)

Salary: £27,976 per year, Permanent, Full-time

Experience: 12 months' back office complaints experience in a contact centre is essential.

The role

You will handle complex complaints for a major UK energy provider, by phone and email, from first contact through to resolution.

This is not scripted call handling. Cases come to you because they are complicated, the customer is already frustrated, and the resolution needs judgement. Your job is to get to the root of the problem, put it right within the deadlines, and stop it escalating any further.

Day to day you will:

• Own complex complaints end to end, working to strict regulatory timescales
• Investigate across multiple systems to establish what actually went wrong
• Build rapport quickly with customers who are upset, vulnerable or under financial pressure
• Agree resolutions that hold, so the case does not come back
• Hit quality and resolution targets without cutting corners on the customer outcome

What you need

Essential

• Twelve months' back office complaints experience within a contact centre
• Strong written and verbal communication, and the listening skills to spot what the customer has not said
• Confidence moving between different computer systems
• The resilience to handle difficult conversations and the willingness to learn from feedback

Desirable

• Knowledge of the UK energy market
• Experience of regulated complaints handling or Ombudsman referrals

Why Kura

We Care. It is our shorthand for a simple belief: care drives performance.

Kura is an independent customer experience business, headquartered here in Glasgow and delivering for regulated clients across the UK and South Africa for more than 35 years. We have one vision, and everything else follows from it: to be unrivalled in developing people.

Most contact centres talk about training. We run eight structured development processes that start before you are hired and carry on through your whole career with us, covering emotional intelligence, resilience, coaching, team development and leadership.

The proof is in whether people stay and where they get to:

• Seven years average tenure
• 78% of our managers were promoted from within
• 84% of our people say they love their job

What that looks like day to day:

Structured one to one coaching rather than an annual review, managers on the floor with you, and recognition through Kura Kudos, with more than 20,000 shared by colleagues every year.

We are Real Living Wage accredited and we unite our people around five values:

• Vulnerability – we bring our true selves to work
• Curiosity – we seek to understand before being understood
• Learning – we ask for feedback and use it to improve
• Courage – we challenge the status quo
• Accountability – we own our actions, decisions and outcomes

Diverse teams make better decisions and create better customer experiences. We are committed to an inclusive environment where everyone can bring their whole self to work and contribute fully.

Benefits

• Enhanced maternity and paternity provision
• Enhanced company sick pay
• Loyalty awards for length of service
• Peer recognition through Kura Kudos, with over 20,000 shared every year
• Employee Assistance Programme – free, confidential support, 24 hours a day
• Access to financial, family and legal support
• Cycle to Work scheme – save up to 42% on a new bike
• Retail and lifestyle discounts, including up to 25% off gym membership and up to 10% off holidays
• Wellbeing and healthy lifestyle programmes

Ready to apply?

Click Apply Now or Email us directly - careers@wearekura.com

Our team reviews every application and we will come back to you either way.

Job Type: Full-time

Pay: £27,976.00 per year

Application question(s):

• Are you legally authorised to work in the UK?
• Can you start 08 October 2026?
• Have you previously worked for Kura?
• Do you have any holidays booked within the next 52 weeks?

Experience:

• Complaint handling: 1 year (required)

Work authorisation:

• United Kingdom (required)

Location:

• Glasgow G2 1BT (required)

Work Location: In person