Complaint Resolution Specialist

Castle Water; United Kingdom; Ibrido; GBP 26.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

Company pension

Life insurance

Sick pay

Cycle-to-work scheme

On-site parking

Hybrid working schedule

Career development

Descrizione del lavoro

Castle Water is seeking a Complaint Handler to join our supportive Complaints Team. You’ll help customers feel heard, investigate concerns fairly and contribute to improving the service we provide. If you enjoy problem-solving, clear communication and keeping things moving in a busy environment, this could be a great role.

Training and support will help you build confidence. A good eye for detail and the ability to write clear, helpful responses are essential, and you’ll work in a Monday–Friday

Competenze

• Previous office experience and confidence using Microsoft Office.
• Experience handling complaints would be helpful, but training will be provided.
• Comfortable working with numbers and calculations.
• Strong communication skills, with the ability to explain complex issues clearly in writing and over the telephone.
• Friendly, professional approach when working with colleagues and customers.
• Willingness to learn about the legal and regulatory framework in the water sector, and to use analytical skills to work through more complex issues.
• Good attention to detail, with the ability to draft written responses clearly and accurately.
• Strong organisational skills and the ability to prioritise your workload effectively.

Mansioni

• Review complaint cases from a range of systems and resources, making sure details are accurate and up to date.
• Investigate customer complaints, find solutions and respond in line with company policies.
• Writing clear, accurate, and professional responses.
• Speak with customers by telephone when this will help clarify concerns, build rapport and reach a fair outcome more efficiently.
• Liaising with wholesalers, third parties, and internal teams to progress cases.
• Spot trends in complaints and suggest improvements to prevent future issues.
• Ensure customers get fair, consistent outcomes every time.
• Manage your workload effectively and keep things moving to agreed timescales.
• Grow your knowledge over time and share helpful learning with the team.

Conoscenze

Complaint handling

Strong communication

Organisational skills

Attention to detail

Problem solving

Team player

Independent work

Phone communication

Strumenti

Microsoft Office

Descrizione del lavoro

Castle Water is seeking a Complaint Handler to join our supportive Complaints Team. You’ll help customers feel heard, investigate concerns fairly and contribute to improving the service we provide. If you enjoy problem-solving, clear communication and keeping things moving in a busy environment, this could be a great role.

Training and support will help you build confidence. A good eye for detail and the ability to write clear, helpful responses are essential, and you’ll work in a Monday–Friday