Complaints Advisor

idibu; Reading, Swindon; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

24 days holiday

Generous pension

Health & wellbeing benefits

Job summary

Thames Water is seeking a friendly Complaints Advisor to investigate and resolve written complaints, keeping customers informed throughout the process and acting as their main point of contact across the business.

You will manage a varied caseload from start to finish, work with teams to find resolutions, and write clear responses in line with company standards. Hybrid working available; base locations in Reading or Swindon.

Qualifications

• Excellent customer service and communication skills.
• Confidence handling difficult conversations calmly.
• Strong organisational skills with the ability to manage multiple cases.
• Good problem-solving skills with the ability to take ownership.
• Confidence building relationships with stakeholders across the business.
• Comfortable using IT systems and learning new software quickly.

Responsibilities

• Managing and resolving written customer complaints within agreed timescales.
• Speaking with customers to understand concerns and keep 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.

Skills

Customer service

Communication

Organisation

Case management

Problem-solving

Stakeholder management

IT literacy

Software training

Job description

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.

Please note that both permanent and fixed-term contracts are available. The fixed-term contract/secondment opportunity is for 12 months. Please feel free to confirm your preference during the interview stage.

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 in a calm and professional way.
• 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?

This role would suit someone who enjoys helping people, is naturally organised, and is confident working in a fast-paced environment.

• This role will be paid from £26,000 to £30,000 depending on skills and experience
• Annual Leave - 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
• 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 ourbenefits 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.

Learn more about our purpose and values

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?Learn more.

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 therecruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here tohelp 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.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.