Complaints Resolution Specialist – Hybrid (2-Year FTC)

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

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.