Customer Experience & Complaints Lead

Affinity Water; Hatfield; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Annual bonus scheme

Learning and development opportunities

Enhanced family benefits

Wellbeing support

Life Assurance

Employee discounts

Job summary

A UK water utility company in Hatfield is seeking a Complaint Case Manager to enhance customer experience and handle complaints effectively. The role involves investigating issues, ensuring timely resolutions, and working closely with teams to improve service and prevent repeat complaints. Ideal candidates should have strong problem-solving and communication skills, a calm demeanor under pressure, and a customer-focused approach. The position offers a competitive salary of £30,000 along with various benefits including annual leave and professional development opportunities.

Qualifications

• Experienced in handling complaints or customer enquiries.
• Knowledgeable about data protection and regulatory frameworks.
• Strong problem-solver with excellent attention to detail.

Responsibilities

• Take ownership of customer complaints from start to finish.
• Investigate issues thoroughly and agree resolutions with customers.
• Record and report complaint data to identify trends for improvement.

Skills

Customer-focused

Problem-solving

Communication skills

Attention to detail

Calm under pressure

Regulatory compliance

Organisational skills

Relationship-building

Job description

A UK water utility company in Hatfield is seeking a Complaint Case Manager to enhance customer experience and handle complaints effectively. The role involves investigating issues, ensuring timely resolutions, and working closely with teams to improve service and prevent repeat complaints. Ideal candidates should have strong problem-solving and communication skills, a calm demeanor under pressure, and a customer-focused approach. The position offers a competitive salary of £30,000 along with various benefits including annual leave and professional development opportunities.