Customer Relations Specialist – Escalations & Resolution

Anglian Water Group Ltd.; Greater London; On-site; GBP 23,000 - 32,000; Full time

Job summary

Anglian Water Group Ltd. is seeking a Customer Relations Team Member in Huntingdon. You will handle escalated enquiries and complaints across telephone, written correspondence, social media, and digital platforms, ensuring fair outcomes in line with policy and regulation.

You will work within the Household Customer Service function, owning cases through to resolution, while contributing to process improvements and supporting peak workloads when required.

Qualifications

• Experience of working in a customer facing environment.
• Experience of using a computer and/or other IT equipment.
• Ability to communicate clearly and concisely, avoiding jargon.

Responsibilities

• Provide a leading personalised, trusted and effortless service to our customers across channels.
• Manage end-to-end investigation and resolution of complaints and escalations with ownership and clear communication.
• Prepare written responses that align with regulatory expectations and company tone.
• Identify changing customer behaviours and trends to optimise service delivery.
• Improve first time resolution rates and reduce repeat contacts.
• Coordinate with internal teams and external stakeholders to achieve timely resolution.

Skills

Customer facing

IT proficiency

Clear communication

Teamwork

Job description

Anglian Water Group Ltd. is seeking a Customer Relations Team Member in Huntingdon. You will handle escalated enquiries and complaints across telephone, written correspondence, social media, and digital platforms, ensuring fair outcomes in line with policy and regulation.

You will work within the Household Customer Service function, owning cases through to resolution, while contributing to process improvements and supporting peak workloads when required.