As a Complaints Advisor, you’ll have the opportunity to build a relationship with customers, providing a single point of contact for them until the resolution of their complaint. Initially, you’ll speak to your customers to gain more insight into the issue, and then you’ll keep them updated and informed throughout the process.
You’ll manage and own your caseload, arranging and organizing activities, keeping track of ongoing work, and updating customers as necessary.
What you’ll be doing as a Complaints Advisor - 9-month Fixed term contract
* Act as the main point of contact for customers within your caseload, ensuring they are always updated.
* Ensure that all customers are contacted by telephone where possible, and that all written communication adheres to branding and regulatory guidelines.
* Liaise with a wide range of stakeholders throughout the business.
* Negotiate/escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for your customer within regulated timescales.
* Ensure all Thames Water policies and procedures relating to customer complaints are followed.
* Think outside the box where necessary to find solutions suitable for both the customer and the company.
* Control the customer journey, making it a positive experience, and be accountable at all points.
Location:
Based in either Reading, Kemble Court or Swindon, Walnut Court.
Hybrid – 2 days in the office per week.
Monday – Friday – Week 1: 08.00 am - 4.00 pm, Week 2: 09.00 am - 5.00 pm
What you should bring to the role
* Excellent customer service with outstanding telephone communication skills.
* The ability to communicate effectively, both written and spoken.
* Strong negotiation skills to achieve successful outcomes when dealing with other areas of the business and with customers.
* Strong problem-solving skills, including taking ownership and accountability.
* The resilience to work well under pressure in a target-driven environment.
* IT literate, with the ability to quickly learn new software.
What’s in it for you?
* Up to £28,000 per annum depending on skills and experience.
* Annual Leave - 24 days holiday per year increasing to 28 with length of service (Plus bank holidays).
* Contributory pension – Defined Contribution - Maximum of 12% - 2x employee contribution.
* Personal Medical Assessments – Open to all once a year.
* Wider benefits scheme, including our benefits hub, which is packed full of offers and information to save you money and support your well-being.
Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference.
Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements, and excellent benefits.
Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. We aim to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support you.
Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment. #J-18808-Ljbffr