Complaints Advisor

7 months ago

Reading, United Kingdom Thames Water Utilites Full time

We have a great opportunity for a Complaints Advisor to join us permanently. There are 5 positions available for this role.

As the Complaints Advisor, you’ll be at the heart of helping our customers who contact us through a variety of channels about their bills, meters, and service-related complaints. You will demonstrate excellent communication and interpersonal skills with a passion for delivering excellent customer service.

**What you’ll be doing as a **Complaints Advisor**

In this role, you’ll be the customer’s ambassador - their voice within the company. You’ll have the opportunity to build a relationship with them, 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.
- Communicate findings and outcomes to customers whilst being an ambassador for our brand values.
- Handling incoming calls from customers and ensuring their needs are met.
- Conduct investigations into complaints and reach an outcome on the merits of each case.
- Feedback trends and observations in complaints received as well as procedural faults.
- Process all customer complaints in line with regulatory guidelines and departmental targets.
- Liaise with the management team and other relevant colleagues/departments as and when relevant.
- Base location: Hybrid Kemble Court Reading and Walnut Court Swindon.
- 36 Hours per week, Monday-Friday.

**What you should bring to the role**
- Excellent verbal and written communication skills.
- Experience in performing thorough investigations and problem-solving.
- Detailed understanding and utilisation of key systems and processes.
- The ability to write an effective letter in line with the Thames brand.
- Passionate about customer service and taking responsibility to see a complaint through to completion.
- Valuing and supporting others, both within your team and the wider business.

**What’s in it for you?**

It’s an exciting opportunity to learn new skills and utilise knowledge gained within Thames Water, providing job and customer satisfaction.
- 24 days holiday per year increasing to 28 with the 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 wellbeing.

**Who are we?**

At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive. Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all. But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

**Working at Thames Water**

At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds, and differences that each individual brings.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

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