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At South West Water, we believe that the strongest businesses are built on solid, stable foundations — with a vision and culture that foster change, improvement, and innovation. We are proud to provide reliable, efficient, and high-quality drinking water and wastewater services for the South West area. Our ambitions include reaching net-zero by 2030, and partnering with Wildlife Trusts, National Parks, and local organizations to ensure a better future for generations to come. If you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Do you want to help shape our customer experience? Are you a problem solver who puts the customer at the heart of all you do? If so, we want to hear from you!
We currently have two opportunities for a Complaints Customer Manager to join our Complaints Resolution Team in Exeter. These are full-time, permanent roles offering a salary of £27,061 per annum plus benefits.
About the role:
You will work in a fast-paced, challenging, and rewarding environment managing customer complaints, using your initiative to find effective resolutions. Your investigation and communication skills will be key to addressing customer queries and providing comprehensive responses within our company’s DG targets.
What you’ll be doing:
1. Follow complaint case management processes, maximize telephone resolution, and achieve first contact resolution where possible.
2. Communicate effectively, acknowledging complaints promptly and keeping customers informed throughout the process.
3. Handle compensation requests according to company guidelines, ensuring payments are appropriate.
4. Investigate potential GSS events and provide quality feedback to the business.
5. Record complaint details accurately for reporting purposes.
6. Maintain high service levels for internal and external customers.
7. Develop team relationships with colleagues, team leaders, and managers.
8. Meet KPIs and SLAs, recording all work as per procedures.
9. Proactively contact customers to improve satisfaction and reduce contact volumes, contributing to the Outbound strategy.
10. Collaborate with peers to foster positive relationships and deliver results.
11. Perform additional duties related to department functions, such as coding and categorization of contacts.
What we are looking for:
* Minimum GCSE Grade C or equivalent in English and Maths.
* Understanding of C-MEX, business goals, and objectives.
* Excellent oral and written communication skills, including negotiation and presentation skills.
* Strong customer service and interpersonal skills, capable of managing difficult situations.
* Organizational, time management, and problem-solving abilities.
* Innovative thinking and ability to challenge accepted methods constructively.
* Ability to work under pressure and meet deadlines.
* Strong interpersonal skills for building relationships.
* Self-motivated with a willingness to learn.
* A customer-first attitude and ownership mindset.
* Positive, enthusiastic approach to work and challenges.
* Ability to work with others to overcome barriers and contribute to improvements.
* Solution-oriented mindset when facing issues.
* Empathy in customer interactions.
What's in it for you:
We offer ongoing development, training, and a long-term career with us. Our benefits include:
* Generous holiday allowance plus bank holidays.
* Discretionary bonus.
* Competitive contributory pension.
* Share-save scheme.
* Health benefits and wellbeing programs.
* Group discounts, Cycle to Work Scheme, financial support services, and more.
Closing Date: 7th May 2025
If you're ready for a new challenge, click apply now. Successful candidates will be subject to a mandatory DBS check.
Be yourself, we like it that way. We foster a culture of belonging, inclusion, and diversity — our strength and reflection of our communities. We care, value everyone, and celebrate uniqueness.
Our core values:
* Be Rock Solid - Build trust and be trusted.
* Be You - Bring your best every day and make your mark.
* Be the Future - Embrace change, drive progress, and own challenges.
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