About the Role

This role is responsible for managing and coordinating the complaints process related to accredited energy assessors, ensuring all cases are handled efficiently, impartially, and in line with regulatory and accreditation standards. The successful candidate will lead investigations, act as the first point of escalation, and liaise with key stakeholders including legal advisors, insurers, and government bodies. They will also contribute to risk management, compliance reporting, and continuous improvement initiatives.

What can I expect to do in the role?

Key responsibilities include overseeing complaint KPIs, presenting findings to internal panels, and identifying trends to enhance assessor training and accreditation processes. The role demands strong analytical thinking, integrity, and a proactive, customer-focused approach.

About You

People are what make Elmhurst great. It is the drive and commitment of our people that creates our success, which is why we focus on recruiting and developing the best talent. Our ideal candidate will have:

✅ Minimum of 2 years’ experience in complaints handling, compliance, or regulatory environments
✅ Excellent written and verbal communication skills
✅ High attention to detail and ability to manage sensitive information
✅ Strong organisational and time management skills

While not essential, the following would be advantageous:

✅ Knowledge of energy assessment schemes (e.g. EPCs, DEC, SAP etc.)
✅ Experience working within an accreditation or certification body
✅ Familiarity with relevant legislation (e.g., GDPR, consumer protection laws)

The Benefits That Matter Most

We’ve built a culture where great people get great rewards. From career development opportunities to benefits that help you live your best life – you can find them at Elmhurst!