Complaints Advisor

Pertemps Thames Water; Reading; Hybrid; GBP 26.000 - 30.000; Vollzeit

Benefits dieser Stelle

Generous Pension Scheme

Annual leave benefits

Flexible employee benefits

Zusammenfassung

Pertemps Thames Water in Reading is seeking a full-time Complaints Advisor to investigate and resolve written customer complaints and enquiries, acting as the main point of contact and keeping customers updated throughout the process.

You will work with teams across the business to secure the best outcomes, demonstrating strong organisation, communication skills and confidence in discussing customers' concerns to ensure timely resolutions.

Qualifikationen

• Excellent customer service and communication skills, both written and verbal.
• Ability to manage a varied caseload and investigate written complaints thoroughly.
• Strong organisational skills and attention to detail to meet timescales.

Aufgaben

• Manage and resolve written customer complaints and enquiries within agreed timescales.
• Speak with customers to understand concerns and keep them updated.
• Take ownership of a varied caseload from start to finish.
• Collaborate with teams across the business to investigate issues and agree resolutions.
• Write clear, professional customer responses in line with company standards.
• Keep accurate records of investigations and actions taken.
• Escalate issues where needed to support timely resolution.
• Deliver a positive customer experience and help reduce repeat complaints.

Kenntnisse

Customer service

Written communication

Investigation

Time management

Stakeholder management

Tools

CRM software

Jobbeschreibung

This full‑time Complaints Advisor position with Pertemps Thames Water sits in Reading, paying £26,000 to £30,000 annually according to skills and experience. The successful candidate will investigate and resolve written customer complaints and enquiries within agreed timescales, acting as the main point of contact and keeping people updated throughout. Close collaboration with teams across the business is essential to secure the best possible outcomes. Strong organisation, clear communication and sound investigative ability are key, alongside confidence in speaking with customers to understand their concerns. Permanent and 12‑month fixed‑term or secondment contracts are offered, with preference confirmed at interview. We’re looking for a friendly and organised person to join our team as a Complaints Advisor. This is a busy and rewarding role where you’ll support customers by investigating and resolving written complaints and enquiries, while keeping them updated throughout the process. You’ll act as the customer’s main point of contact and work closely with teams across the business to help find the best possible outcomes.

What you’ll be doing as a Complaints Advisor

• Managing and resolving written customer complaints and enquiries within agreed timescales.
• Speaking with customers to better understand their concerns and keeping them updated throughout the process.
• Taking ownership of a varied caseload from start to finish.
• Working with teams across the business to investigate issues and agree on resolutions.
• Writing clear and professional customer responses in line with company standards.
• Keeping accurate records and notes of investigations and actions taken.
• Escalating issues where needed to support timely resolution.
• Delivering a positive customer experience and helping to reduce repeat complaints.

Base location: Hybrid – Kemble Court, Reading or Walnut Court – Swindon. Working hours: Monday to Friday, 8 am to 4 m or 9 am to 5 pm (rotating shift pattern).

What you should bring to the role

• Excellent customer service and communication skills, both written and verbal.
• Confidence handling difficult conversations calmly and professionally.
• Strong organisational skills and the ability to manage multiple cases at once.
• Good problem‑solving skills with the ability to take ownership of issues.
• Confidence‑building relationships with different stakeholders across the business.
• Comfortable using IT systems and learning new software quickly.

What’s in it for you?

Base pay: £26,000 to £30,000 per annum depending on skills and experience.

• Annual Leave - 24 days holiday per year, increasing to 28 with length of service (plus bank holiday).
• Performance‑related pay plan directly linked to company performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment).

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits. If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet. Real purpose, real support, real opportunities. Come and join the Thames Water family.

Why choose us?

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.

When a crisis happens, we all rally around to support our customers.

As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.