Customer Service Complaints Advisor

1 week ago


Snodland, Kent, United Kingdom South East Water Full time
Complaints Advisor Position at South East Water

We are currently offering a secondment opportunity until February 2025 exclusively to existing employees, including current contractors. If you have a knack for delivering exceptional service, are a great listener, and enjoy solving customer issues, this could be the perfect fit for you.

As a Complaints Advisor at South East Water, your primary focus is ensuring customer satisfaction through top-notch service and resolution of any concerns they may have. You'll play a crucial role in addressing customer complaints effectively and promptly via various communication channels, maintaining quality standards and timely responses.

This role requires you to exhibit excellent problem-solving skills, active listening, and a knack for understanding customer needs even in challenging situations. Being proactive in managing complaints, collaborating with different departments, and providing valuable feedback and suggestions for improvement are key responsibilities.

Role Accountabilities:
  • Provide exceptional customer experiences by asking questions, finding solutions, and resolving issues
  • Respond to complaints via phone, email, and other channels
  • Investigate root causes and contribute ideas for service enhancement
  • Ensure adherence to data protection, business processes, and regulatory standards
  • Build relationships across the organization to enhance working environment and productivity
  • Stay updated with necessary skills and knowledge
  • Assist with DSAR requests and achieve positive results
Key Requirements:
  • Resilience and ability to work well under pressure
  • Passion for delivering outstanding customer service
  • Effective influencing and persuading skills
  • Proficiency in Microsoft Office tools
  • Curiosity and creativity in problem-solving
  • Strong verbal and written communication abilities
Benefits:
  • Stakeholder pension scheme with up to 10% employer contribution
  • 5 weeks of holiday plus bank holidays (increasing with service length)
  • Flexible annual leave policy
  • Paid volunteering days
  • Cycle to work scheme
  • Health cash plan and life assurance
  • Wellbeing benefits
  • Electric Vehicle salary sacrifice scheme

All South East Water welcomes diversity and inclusivity

South East Water values diversity and inclusivity in its workforce, promoting equal opportunities for individuals from varied backgrounds. We believe that different perspectives foster creativity, and we are committed to fair treatment and equal chances for all employees.

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