Customer Complaints & Process Improvement Specialist

Wessex Water Services; Bath; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Pension

Career development

Holiday entitlement

Sell extra holidays

Buy extra holidays

Healthcare costs

Life assurance

Electric car salary sacrifice

Retail discounts

Volunteer day

Family leave

Wellbeing platform

Mental health support

Referral bonus

Job summary

Wessex Water is seeking a Complaints Handler to join the Developer and Wholesale Services team in Bath. You will manage the end-to-end customer complaints journey, investigate complex cases, and help improve our in-house complaints process.

You will train colleagues and collaborate with leadership to escalate issues and report on volumes and resolution timescales. The role includes training responsibilities and a focus on preventing escalation through data-driven improvements.

Qualifications

• Proven excellent communication skills to customers and colleagues.
• Confidence in identifying root causes and resolutions that go beyond individual outcomes.
• Existing understanding of DMeX and BRMeX metrics is advantageous.

Responsibilities

• Own the end-to-end customer complaints journey.
• Investigate complex cases to resolve in line with policy and regulatory requirements.
• Provide training and support to colleagues for consistency.
• Collaborate with Head of Department to escalate details and report volumes and resolutions.

Skills

Communication

Root cause analysis

DMeX/BRMeX metrics

Job description

Wessex Water is seeking a Complaints Handler to join the Developer and Wholesale Services team in Bath. You will manage the end-to-end customer complaints journey, investigate complex cases, and help improve our in-house complaints process.

You will train colleagues and collaborate with leadership to escalate issues and report on volumes and resolution timescales. The role includes training responsibilities and a focus on preventing escalation through data-driven improvements.