Complaints Case Manager

Affinity Water; Hatfield; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual bonus scheme

Learning and development opportunities

Enhanced family benefits

Wellbeing support

Life Assurance

Employee discounts

Job summary

A UK water utility company in Hatfield is seeking a Complaint Case Manager to enhance customer experience and handle complaints effectively. The role involves investigating issues, ensuring timely resolutions, and working closely with teams to improve service and prevent repeat complaints. Ideal candidates should have strong problem-solving and communication skills, a calm demeanor under pressure, and a customer-focused approach. The position offers a competitive salary of £30,000 along with various benefits including annual leave and professional development opportunities.

Qualifications

• Experienced in handling complaints or customer enquiries.
• Knowledgeable about data protection and regulatory frameworks.
• Strong problem-solver with excellent attention to detail.

Responsibilities

• Take ownership of customer complaints from start to finish.
• Investigate issues thoroughly and agree resolutions with customers.
• Record and report complaint data to identify trends for improvement.

Skills

Customer-focused

Problem-solving

Communication skills

Attention to detail

Calm under pressure

Regulatory compliance

Organisational skills

Relationship-building

Job description

Affinity Water are looking for a Complaint Case Manager to deliver an outstanding customer experience. You’ll be the first point of contact for dissatisfied customers, taking ownership of complaints, investigating issues, and turning concerns into positive outcomes. This role combines problem-solving and communication skills to resolve issues, restore satisfaction, and help improve our overall service. We’re looking for someone customer-focused, enthusiastic, and motivated, with a can‑do attitude and a drive for continuous improvement.

What you’ll be doing

• Take ownership of customer complaints from start to finish.
• Investigate issues thoroughly and agree resolutions directly with customers.
• Ensure all follow‑up is completed on time and accurately recorded.
• Work closely with teams across the business, including the contact centre and operations, to provide feedback and prevent repeat complaints.
• Record and report complaint data, identifying trends and opportunities for service improvement.
• Ensure all complaints are handled professionally, in line with policies, GDPR, and legal requirements.
• Act as a strong advocate for customers, making sure their concerns are taken seriously and resolved fairly

You'll need to be:

• Experienced in handling complaints or customer enquiries.
• Calm and professional under pressure, even in challenging or emotive situations.
• A strong problem‑solver with excellent attention to detail.
• Confident in communicating with both customers and colleagues, adapting your style as needed.
• Able to work collaboratively across teams and with senior management.
• Knowledgeable about data protection, GDPR, and regulatory frameworks (OFWAT, CCW)
• Customer‑focused, resilient, adaptable, and motivated with a positive, can‑do attitude.
• Regulatory Compliance‑minded to be able to stay up‑to‑date with relevant laws to ensure complaints are handled correctly and the company is protected.

Key skills and competencies

• Exceptional organisational skills, with the ability to plan, prioritise, and manage multiple cases effectively.
• Strong influencing and relationship‑building skills.
• Committed to delivering excellent customer experiences, turning complaints into opportunities to improve service and build loyalty.
• Ability to analyse information, spot trends, and contribute ideas for service improvements.

Advert Close Date - 24/02/26

• Salary: £30,000 (salary dependant on skills and experience)
• Hours: 08:00am - 17:00pm (Mon - Thurs) 08:00am - 16:30pm (Friday)
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
• A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.