Complaints Resolution Specialist

Thames Water Utilities Limited; Swindon; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Annual leave 24 days + bank holidays

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 will be the customer's main point of contact and work closely with teams across the business to help find the best possible outcomes.

Please note that both permanent and fixed-term contracts are available, including a 12-month fixed-term/secondment.

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.
• 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

Written communication

Problem solving

Organisational 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 will be the customer's main point of contact and work closely with teams across the business to help find the best possible outcomes.

Please note that both permanent and fixed-term contracts are available, including a 12-month fixed-term/secondment.