Customer Complaints Specialist (Hybrid)

Pertemps Thames Water; Reading; Hybrid; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Generous Pension Scheme

Annual leave benefits

Flexible employee benefits

Job summary

Pertemps Thames Water in Reading is seeking a full-time Complaints Advisor to investigate and resolve written customer complaints and enquiries, acting as the main point of contact and keeping customers updated throughout the process.

You will work with teams across the business to secure the best outcomes, demonstrating strong organisation, communication skills and confidence in discussing customers' concerns to ensure timely resolutions.

Qualifications

• Excellent customer service and communication skills, both written and verbal.
• Ability to manage a varied caseload and investigate written complaints thoroughly.
• Strong organisational skills and attention to detail to meet timescales.

Responsibilities

• Manage and resolve written customer complaints and enquiries within agreed timescales.
• Speak with customers to understand concerns and keep them updated.
• Take ownership of a varied caseload from start to finish.
• Collaborate with teams across the business to investigate issues and agree resolutions.
• Write clear, professional customer responses in line with company standards.
• Keep accurate records of investigations and actions taken.
• Escalate issues where needed to support timely resolution.
• Deliver a positive customer experience and help reduce repeat complaints.

Skills

Customer service

Written communication

Investigation

Time management

Stakeholder management

Tools

CRM software

Job description

Pertemps Thames Water in Reading is seeking a full-time Complaints Advisor to investigate and resolve written customer complaints and enquiries, acting as the main point of contact and keeping customers updated throughout the process.

You will work with teams across the business to secure the best outcomes, demonstrating strong organisation, communication skills and confidence in discussing customers' concerns to ensure timely resolutions.