FTC Complaints Resolution Advisor: Fast, Customer-Focused

Affinity Water; Hatfield; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual bonus scheme

Up to 5 extra days leave

Affinity days to volunteer

Pension scheme

Wellbeing centre

Tap4Perks discounts

Life Assurance

Job summary

Affinity Water is seeking a Complaints Resolution Advisor for an 18 month FTC in Hatfield or Folkestone. You will own customer complaints, investigate issues, and work with teams to resolve within 24 hours, while recording actions and identifying trends to improve service.

Ideal candidates will have strong communication, problem solving and IT skills, with the ability to stay calm and empathetic in challenging conversations. Active in a busy contact centre.

Qualifications

• Experience handling customer enquiries and/or complaints.
• Excellent communication and interpersonal skills.
• Strong problem-solving and influencing skills.
• Ability to remain calm and empathetic when dealing with difficult situations.
• Excellent organisation and attention to detail.
• Ability to work under pressure, prioritise workloads and meet deadlines.
• Strong administrative and IT skills, including Microsoft Word and Excel.
• Genuine commitment to delivering a great customer experience.

Responsibilities

• Handle customer escalations and take ownership of complaints through to resolution.
• Speak with customers to understand their concerns and agree appropriate solutions.
• Investigate issues and work with colleagues across the business to resolve them.
• Aim to resolve complaints within 24 hours and ensure customers receive timely updates.
• Accurately record complaint information, actions and outcomes.
• Identify trends and recurring issues and share feedback to help improve our service.
• Support inbox management, trackers and other team administration.
• Follow relevant policies, GDPR requirements and regulatory expectations.

Skills

Customer service

Communication

Problem solving

Calm under pressure

Attention to detail

Organisation

IT skills (Word, Excel)

Tools

Microsoft Word

Microsoft Excel

Job description

Affinity Water is seeking a Complaints Resolution Advisor for an 18 month FTC in Hatfield or Folkestone. You will own customer complaints, investigate issues, and work with teams to resolve within 24 hours, while recording actions and identifying trends to improve service.

Ideal candidates will have strong communication, problem solving and IT skills, with the ability to stay calm and empathetic in challenging conversations. Active in a busy contact centre.