Customer Account Specialist
Up to 30,000
Gateshead (Baltic) | Full-time | Monday – Friday, 9am – 5pm
When a customer’s circumstances change — a change of tenancy, a disputed contract, a complaint that needs unpicking — someone has to get across it, work out what’s actually happened, and make sure the right outcome is reached for both the customer and the business. That’s you.
As a Customer Account Specialist, you’ll sit within the Services team, reporting to the Complaints Manager. Your caseload will span account reviews, proactive customer outreach, complaint investigations, and follow-up work where service continuity is at risk. You’ll combine analytical rigour with clear, professional communication to deliver well-evidenced outcomes across every case you handle.
If you’re someone who thrives on getting to the bottom of things — who can hold a difficult conversation with a customer one minute and build a detailed case file the next — this role gives you the variety, autonomy, and commercial exposure to develop a genuine specialism in account resolution.
What you’ll actually be doing
- Reviewing and assessing customer account changes — identifying cases that may affect the continuity or integrity of existing and future customer agreements
- Conducting proactive outbound engagement with customers whose circumstances have changed, ensuring continuity of service and gathering relevant information to support ongoing account management
- Investigating customer complaints thoroughly — preparing clear written case summaries and carrying out scheduled touch points and check-ins with customers to drive resolution and restore confidence
- Carrying out follow-up account reviews where service continuity may be at risk, documenting findings and escalating where appropriate
- Maintaining detailed, accurate, and auditable records of all reviews, investigations, and customer interactions within company systems
- Liaising with energy suppliers and internal teams on behalf of customers to resolve disputes, clarify account positions, and protect the company’s commercial interests
- Analysing account data to identify patterns, trends, and early indicators of potential service disruption or risk
- Sharing relevant insights with colleagues across the business to support wider customer retention and service improvement efforts
- Preparing reports and case updates summarising review outcomes, complaint resolution progress, and key trends for management
A typical day will involve a mix of structured casework and reactive problem-solving. You might spend the morning reviewing a batch of change-of-tenancy notifications, identifying which ones put a contract at risk. After lunch, you’re on the phone with a customer working through a complaint, then writing up a case summary and escalating a supplier dispute. No two days are the same, and you’ll need to be comfortable switching between detailed analytical work and direct customer conversations throughout the day.
What makes this rewarding
- Real impact on real accounts. Every case you resolve protects a customer relationship and safeguards revenue. You’re not processing tickets — you’re investigating, engaging, and driving outcomes that matter commercially
- Variety across your caseload. Account changes, complaints, supplier disputes, retention outreach — the work is varied and intellectually engaging. You’ll build expertise across the full account lifecycle
- Commercial exposure. You’ll work closely with energy suppliers, internal sales teams, and senior management. This isn’t a back-office role — you’re on the front line of protecting the company’s contract portfolio and customer base
- A specialism worth building. Account resolution, complaint handling, and contract protection are transferable, high-value skills. The experience you gain here carries weight across the energy sector and beyond
What’s in it for you
- Competitive salary dependent on experience
- 23 days holiday + additional December leave + bank holidays
- Pension and access to Simplyhealth (money towards dental care, eyesight checks, physio, etc.)
Your first 90 days
- Weeks 1–3: Structured induction into NGP’s customer base, contract portfolio, CRM systems, and complaint-handling procedures. You’ll shadow experienced team members on live cases, understand the account review process end to end, and begin handling straightforward account changes under supervision
- Weeks 4–8: You’re managing your own caseload. Account reviews, customer calls, and complaint investigations are running through you. You’re building relationships with suppliers and internal teams, and your case summaries are clear, accurate, and consistently hitting the standard required. You’re starting to spot patterns in the data and flagging early-warning indicators proactively
- Weeks 9–12: You’re operating as a fully trusted member of the team. Complex complaints, sensitive customer conversations, and escalated supplier disputes land with you and get resolved. The Complaints Manager relies on your judgement, your reporting is feeding into management decision-making, and you’re contributing insights that improve how the wider team handles retention and service quality
This is for you, if
- You have experience in a customer-facing role within a service-led or regulated industry
- You have hands-on experience handling customer queries, complaints, or account reviews
- You’re proficient in MS Office (Excel, Word, Outlook) and confident using CRM or database systems
- You have a strong analytical mindset with high attention to detail — you can interrogate account data, identify trends, and produce clear management reports
- You’re an excellent communicator, both written and verbal — comfortable preparing case reports one moment and having a direct conversation with a frustrated customer the next
- You’re calm and professional under pressure, particularly when handling sensitive complaints or difficult conversations
- You’re self-motivated and tenacious — you see reviews and investigations through to resolution, and you don’t let cases drift
- You can handle confidential and commercially sensitive information with discretion
- You hold GCSE English and Maths (Grade C / 4 or above), or equivalent. An NVQ or equivalent in Customer Service, Business Administration, or a related discipline is desirable but not essential
- B2B account management, dispute resolution, or experience in the energy sector is a plus but not required — a strong service background and the right mindset are what matter
About Northern Gas and Power
Northern Gas and Power, part of Global Procurement Group, is Europe’s largest energy consultancy. We support over 40,000 business customers across the UK, Europe, India, and the Middle East. We help businesses manage their energy procurement, reduce commercial risk, and make smarter buying decisions.
Global Procurement Group is an equal opportunities employer. All applications are assessed on skills, experience, and alignment with the role. We’re committed to a recruitment process that is fair, consistent, and free from bias.
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