Complaints Customer Manager

South West Water; Exeter; On-site; GBP 28,000; Full time

Job description

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Do you want to help shape our customer experience? Are you a problem solver who puts the customer at the heart of all you do? If so, we want to hear from you!

We currently have two fantastic opportunities available for a Complaints Customer Manager to join our Complaints Resolution Team working in Exeter. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £27,061 per annum plus a range of company benefits.

About the role:

In this exciting role, you will be working in a fast-paced, challenging and rewarding environment using your knowledge to case manage customer complaints while using your initiative to find an effective resolution. As part of this role, you will be using your investigation and communication skills to delve into queries raised by our customers and provide a comprehensive response to all written complaints within the agreed timescales that fall within our company DG targets.

What you’ll be doing:

• Follow the written complaint case management process and maximise telephone resolution opportunities and achieve first contact resolution wherever possible.
• To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Handle customer requests for compensation in line with Company guidelines, ensuring that any payments agreed are in line with Company.
• To investigate potential GSS events and provide quality feedback to the rest of the business.
• Ensure that all the required complaint and reporting details are recorded correctly to enable accurate reporting by the Reporting Team.
• To be an effective and efficient link in the communication chain, providing a high service to internal and external customers to meet their expectations.
• Develop and maintain team relations with other staff, Team Leaders and Managers.
• To ensure KPI's and SLA's are met and all work is recorded in accordance with agreed procedures.
• Identify opportunities to proactively contact our customers which will contribute to the Outbound strategy, increase customer satisfaction and reduce contact volumes received by Source measured through C-MeX.
• Demonstrate you are a strong team player by collaborating with your peers to promote positive relationships which deliver excellent results.
• Any other duties related to the general purpose or function of the department as required such as the coding and categorisation of written contacts.

What we are looking for:

• Good general standard of education with a minimum of GCSE Grade C or the equivalent in English and Maths
• Demonstrate you have a sound understanding of C-MEX, business goals and objectives
• Evidence you have excellent oral and written communication skills including negotiating and presentation skills
• Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations
• Evidence you have excellent organisational, time management and problem-solving skills
• Ability to constructively challenge accepted thinking and methods by generating and embracing innovative ideas
• Evidence you are able to work under pressure ensuring that strict timelines / deadlines are achieved
• Demonstrate interpersonal skills by building strong working relationships with team members and peers
• Evidence you are self-motivated with an aptitude to learn
• Demonstrate you have a ‘customer first’ attitude and are willing to take ownership for your team to adopt the same positive and professional approach
• Demonstrate you have a positive and enthusiastic approach to work and the challenges this job entails
• Evidence you have the ability to overcome barriers by working with your team/peers and your manager and contributing to process improvements
• Demonstrate an approach that looks for solutions when faced with issues
• Be able to show empathy when faced with certain customer situations.

What's in it for you:

We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:

• Generous holiday allowance plus bank holidays
• A discretionary Bonus
• Competitive Contributory Pension
• Share-save Scheme
• Various health benefits
• Wellbeing support programmes
• A range of Group Discounts
• Cycle to Work Scheme
• Financial support services
• And plenty more!

Closing Date: 7th May 2025

If you are looking for a new challenge, please click apply now to be considered as our Complaints Customer Manager - we look forward to receiving your application.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best every day. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.