Complaints & Escalations Handler

Location: Al Barsha, United Arab Emirates

Sector: UK renewable energy: solar PV, battery storage and installations

Customers: British and American homeowners and businesses

Experience: Minimum 5 years in complaints escalation or dispute resolution

About the role

We are looking for an experienced Complaints & Escalations Handler to own escalated complaints and disputes on solar PV, battery storage and renewable energy installations for customers across the UK.

You will take full ownership of complex cases, from investigating the facts with technical teams and installers to agreeing a fair outcome and communicating it clearly to the customer. The role suits a confident, independent professional who can handle difficult British and American customers by phone and email, and who writes to a high standard of professional English.

Key responsibilities

Complaint management and resolution

• End-to-end case ownership: take ownership of escalated complaints from initial investigation through to final resolution.
• Investigation: look into concerns about installation quality, technical faults, delays, warranties and contractual obligations.
• Corrective action: assess each case on its facts and decide the right remedy, working with technical teams, installers, engineers and management.
• Fair, commercial outcomes: resolve disputes in a way that satisfies the customer while protecting the company's contractual and commercial interests.
• De-escalation: manage difficult conversations calmly and recognise when a matter needs management involvement or formal escalation.

Customer communication

• UK and US customers: communicate confidently by telephone and email, including on technical explanations and contractual disputes.
• Written responses: prepare detailed, professional complaint responses and investigation summaries without relying on management to draft them.
• Managing expectations: keep customers informed on resolutions, remedial works and timelines.

Coordination and reporting

• Remedial works: coordinate with scheduling teams to arrange works and follow up until every case is closed.
• Case records: keep accurate complaint records and supporting documentation in the CRM.
• Continuous improvement: spot recurring complaints and recommend changes to prevent them.
• Management reporting: produce clear reports on open complaints, escalations and resolutions.

Requirements

Essential

• 5+ years in complaints escalation, dispute resolution or senior customer support.
• Proven record of independently investigating and resolving complex complaints.
• Direct experience supporting British or American customers, especially by telephone.
• Excellent spoken and written English, including formal complaint correspondence.
• Background in technical products, installations, utilities, engineering or telecommunications.
• Strong problem-solving, negotiation and organisational skills, with close attention to detail.
• Experience using CRM systems and maintaining case records.

Advantageous

• Experience in solar energy, renewable energy or technical installation services.

Key competencies

• Ownership and accountability for outcomes
• Calm, professional handling of difficult customers
• Sound judgement on when to resolve and when to escalate
• Clear, structured written communication
• Commercial awareness of contracts and warranties

Please note

This role is not suitable for general administrative or entry-level customer service applicants. Candidates whose experience is limited to basic call centre duties, general customer service or forwarding complaints to another department will not be considered.

We want an experienced professional who can investigate problems, take responsibility for their cases and bring matters to a conclusion.