Customer Complaints Specialist (Hybrid)

Pertemps; Reading, Swindon; Hybride; GBP 26 000 - 30 000; Plein temps

Avantages offerts par ce poste

Annual leave 24–28 days + bank hols

Pension scheme (AON)

Performance-related pay

Health and wellbeing benefits

Cycle to Work

Résumé du poste

Thames Water is seeking a Complaints Advisor to investigate and resolve written customer complaints and enquiries. You will act as the main contact for customers, coordinating with teams across the business to achieve positive outcomes.

The role offers a hybrid base location at Kemble Court, Reading or Walnut Court, Swindon, with Monday to Friday hours from 8am–4pm or 9am–5pm. It is available as either a permanent or 12-month fixed-term contract.

Qualifications

• Excellent customer service and communication skills, both written and verbal.
• Strong organisational skills and the ability to manage multiple cases at once.
• Good problem-solving skills with the ability to take ownership of issues.
• Confidence-building relationships with different stakeholders across the business.
• Comfortable using IT systems and learning new software quickly.

Responsabilités

• 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.

Connaissances

Customer service

Communication

Organisation

Problem solving

Stakeholder relations

IT literacy

Description du poste

Thames Water is seeking a Complaints Advisor to investigate and resolve written customer complaints and enquiries. You will act as the main contact for customers, coordinating with teams across the business to achieve positive outcomes.

The role offers a hybrid base location at Kemble Court, Reading or Walnut Court, Swindon, with Monday to Friday hours from 8am–4pm or 9am–5pm. It is available as either a permanent or 12-month fixed-term contract.