Complaints Resolution Specialist

pertemps-thames-water; Reading; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Annual Leave 24 days (28 with service)

Performance-related pay

Generous Pension (AON)

Health and wellbeing benefits

Cycle to Work

Job summary

Thames Water is seeking a friendly and organised Complaints Advisor to 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 contact and collaborate with teams across the business to achieve the best outcomes.

Base location is Hybrid – Kemble Court, Reading or Walnut Court - Swindon, with working hours 8am-4pm or 9am-5pm on a rotating pattern.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Communication

Organisational skills

Problem solving

Stakeholder management

IT skills

Job description

Thames Water is seeking a friendly and organised Complaints Advisor to 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 contact and collaborate with teams across the business to achieve the best outcomes.

Base location is Hybrid – Kemble Court, Reading or Walnut Court - Swindon, with working hours 8am-4pm or 9am-5pm on a rotating pattern.