Customer Experience Specialist

3 days ago


Hatfield, Hertfordshire, United Kingdom Affinity Water Full time

This is a rewarding opportunity to make a positive impact on customer experience at Affinity Water. As a key member of the Complaints & Resolution Team, you will play a vital role in delivering exceptional service and turning complaints into opportunities for growth.

Key Responsibilities:
  • You will work closely with contact centre teams, operations, and other stakeholders to identify areas for improvement and implement corrective actions.
  • Achieving accurate reporting of Complaint NFA is essential, with a focus on reducing stage 1 complaints by resolving issues within 24 hours.
  • If unable to resolve within 24 hours, you will escalate to Stage 1 complaint and own the customer's journey, ensuring a seamless resolution.
Requirements:
  • Experience of handling customer enquiries and/or complaints.
  • Familiarity with data protection and GDPR Compliance.
  • Excellent interpersonal skills, with the ability to deliver an exceptional customer experience.

We offer a competitive salary range of £25,000 - £35,000 per annum, depending on experience.

Beyond this, our comprehensive benefits package includes:

  • Learning and development opportunities.
  • Entry into our annual bonus scheme.
  • 23 days' annual leave (rising with length of service) and five extra days available to purchase.
  • A 'Celebration Day' to mark important festivals or occasions.
  • An enhanced pension scheme that doubles your contributions.
  • Family-friendly policies, including maternity, adoption, paternity, shared parental leave, fertility support, and carers' leave.
  • A dedicated Wellbeing Centre to support your physical and mental health.
  • Access to retail discounts and dental/medical insurance through our Tap4Perks scheme.


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