Customer Relations Team Member

Anglian Water Group; Huntingdon; On-site; GBP 25,000 - 36,000; Full time

Job summary

Anglian Water is seeking a Customer Relations Team Member to take ownership of escalated enquiries and complaints across multiple channels, from investigation through to resolution.

You will prepare tailored written responses in line with policies, identify trends driving dissatisfaction, and collaborate with internal teams and external stakeholders to deliver timely, fair outcomes.

Responsibilities

• Take ownership of escalated enquiries and complaints across channels
• Investigate complaints end-to-end and communicate outcomes clearly
• Prepare bespoke written responses aligned with policies and regulatory expectations
• Identify themes/trends to drive complaint reduction and service improvements
• Collaborate with internal teams and external stakeholders to achieve timely resolutions
• Support peak workloads and maintain high standards of customer service

Job description

As part of the Household Customer Service function, as a Customer Relations Team Member, you'll use your individuality, passion, and flair to take ownership through to full resolution of all escalated enquiries and complaints across a wide range of topics. You will provide exceptional service to our customers across all channels - including telephone, written correspondence, social media, digital platforms, and CCW referrals. You will handle and investigate complaints and escalations end-to-end, ensuring fair, evidence-based outcomes that align with Anglian Water's policies and regulatory requirements. You will collaborate closely with teams across the business to deliver exceptional experiences and identify themes or root causes driving customer dissatisfaction. As part of your role, you will contribute to identifying process improvements, complaint prevention opportunities, and customer service innovations. You'll also maintain cross-team skills to support the wider Customer Service operation during peak workloads or service challenges. You will aim to get things right for our customers first time, every time, whilst putting them at the heart of everything you do. You will aim to be a true champion of and advocate for Anglian Water. This role will be a contractor/partner hire with Clancy.,

• Provide a leading personalised, trusted and effortless service to our customers
• Manage end-to-end investigation and resolution of complaints and escalations received through any channel, ensuring full ownership and clear communication with customers throughout
• Prepare bespoke comprehensive written responses that align with Anglian Water's tone and regulatory expectations.
• Identify changing customer behaviours and trends, adapting and changing service delivery to optimise their experience
• Improve first time resolution rates of complaints, reducing unnecessary repeat contacts
• Champion the customers views and encourage the business to adapt their actions to reduce negative impact upon complaints and customer perception.
• Act as the customers ambassador being the individually named contact for escalated issues and complaints
• Liaise with internal departments and external stakeholders such as the Consumer Council for Water (CCW) to achieve timely and fair resolution.
• Identify complaint themes, trends, and systemic issues, feeding insights to the Leadership Team to support complaint reduction.
• Work collaboratively with wider Anglian Water teams to ensure key customer drivers and expectations are met.
• Respond to and resolve customer enquiries and complaints through a range of channels.
• Experience of working in a customer facing environment
• Experience of using a computer and/or other IT equipment
• Take pride in the work you do, speaking up when things aren't right
• Deliver information in a clear and concise way avoiding jargon
• Take responsibility for own learning and personal development
• Actively encourage change and new ideas which enable continuous improvement
• Empowering our people
• Be Customer Focused and proactive
  At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring., Integrated Maintenance, Repair and Development Services (IMRDS) is the team that maintains our water supply systems, handles emergencies like water bursts, and develops new ways to better serve our customers. Whether you're passionate about frontline operational work or playing a part in safeguarding one of the world's finest drinking water systems, IMRDS offers dynamic opportunities for growth, development, and purpose-driven work.