Complaints Resolution Specialist

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

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.