Complaints Handler

South West Water Limited; Exeter; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual Bonus Scheme

Pension Scheme

Hybrid Working

Employee Assistance Programme

Employee Discounts

Annual Leave Allowance

Career Development Opportunities

Job summary

South West Water Limited in Exeter is seeking a Complaints Handler for a two-year fixed-term contract. The role focuses on investigating and resolving customer complaints, delivering timely, fair responses and improving customer experience.

The successful candidate will join the Customer Resolution Team, work on multiple cases, and benefit from hybrid working post-training, a DBS check, and a comprehensive benefits package.

Qualifications

• Experience in complaints handling or a customer-facing environment.
• Excellent written and verbal communication.
• GCSE English and Maths (Grade C/4 or above) or equivalent.

Responsibilities

• Investigate and resolve customer complaints across a range of service areas.
• Manage complaint cases from receipt through to final resolution.
• Produce clear, accurate, and empathetic written responses within agreed timescales.
• Liaise with colleagues and stakeholders across the business to gather information and achieve the best outcome for customers.
• Identify complaint trends and provide feedback to support service improvements.
• Ensure complaints are recorded and managed in line with regulatory requirements and company procedures.
• Support improvements in customer satisfaction and customer experience performance measures.

Skills

Complaints handling

Customer service

Written and verbal communication

Investigation skills

Prioritisation

Education

GCSE English

GCSE Maths

Job description

Powered by Water, Driven by Purpose

South West Water keeps the South West flowing with safe, reliable drinking water and wastewater services across some of the UK’s most stunning landscapes.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Complaints Handler

Location: Exeter with hybrid working available following successful completion of training

Contract: Fixed Term Contract (2 Years)

Salary: £29,439 + Benefits

Join Our Customer Resolution Team

We're looking for a customer-focused Complaints Handler to join our team on a two-year fixed-term contract. This is an excellent opportunity for someone who enjoys problem-solving, building relationships, and delivering positive outcomes for customers.

As a Complaints Handler, you'll investigate and manage customer complaints from initial contact through to resolution, ensuring every customer receives a fair, professional, and timely response. You'll play a key role in helping us improve the experience we provide to our customers by identifying opportunities for service improvement and championing customer-focused solutions.

Key Responsibilities

• Investigate and resolve customer complaints across a range of service areas.
• Manage complaint cases from receipt through to final resolution.
• Produce clear, accurate, and empathetic written responses within agreed timescales.
• Liaise with colleagues and stakeholders across the business to gather information and achieve the best outcome for customers.
• Identify complaint trends and provide feedback to support service improvements.
• Ensure complaints are recorded and managed in line with regulatory requirements and company procedures.
• Support improvements in customer satisfaction and customer experience performance measures.

What We're Looking For

• Experience in complaints handling, customer service, or a customer-facing environment.
• Excellent written and verbal communication skills.
• Strong investigation and problem-solving abilities.
• Ability to manage multiple priorities and work to deadlines.
• A customer-first approach with a commitment to delivering excellent service.
• GCSE Grade 4/C or above in English and Maths (or equivalent).

Desirable

• Experience within the utilities sector or a regulated customer service environment.

Why Join Us?

This role offers the opportunity to make a real difference to our customers while gaining valuable experience in a fast-paced, supportive, and continuously evolving environment.

Our Benefits

We believe in rewarding our people for their hard work and dedication. As our Complaints Handler, you'll enjoy:

• Competitive Salary – £29,439 per annum
• Annual Bonus Scheme – Recognising company performance
• Pension Scheme – Helping you plan for your future
• Hybrid Working – Office-based during training, with home working opportunities available thereafter
• Employee Assistance Programme – Supporting your wellbeing
• Employee Discounts – Access to discounts on a range of products and services
• Annual Leave Allowance – Giving you time to rest and recharge
• Career Development Opportunities – Supporting your ongoing growth and development

Closing Date

15th October 2026

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 everyday. Be yourself and make your mark in your individual way.

Be the Future

Embrace change. Drive Progress. Own the challenge.