Job title:
Complaints Advisor Ref:
39497 Division:
Asset Operations & Capital Delivery Location:
Hybrid - Kemble Court - RG2 6AD, Hybrid - Walnut Court - SN2 8BN Contract type:
Permanent Full/Part-time:
Full-time Hours:
36 hours per week Salary:
Up to £28,000 per annum depending on skills and experience. Job grade:
A Closing date:
24/01/2025 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 organising activities, keeping track of ongoing work, and updating customers as necessary. What you’ll be doing as a Complaints Advisor
Be the main point of contact for customers within your caseload – keeping them always updated. Ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines. Liaise with a wide range of stakeholders throughout the business. Negotiate and 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 get a solution suitable to the customer and the company. Control the customer journey, making it a positive one, 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. What you should bring to the role
Excellent customer service – with outstanding telephone communication skills. The ability to communicate effectively – written & spoken. Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business and with the customers themselves. 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 pick up new software quickly. 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 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 well-being. Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. 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
Complaints Advisor Ref:
39497 Division:
Asset Operations & Capital Delivery Location:
Hybrid - Kemble Court - RG2 6AD, Hybrid - Walnut Court - SN2 8BN Contract type:
Permanent Full/Part-time:
Full-time Hours:
36 hours per week Salary:
Up to £28,000 per annum depending on skills and experience. Job grade:
A Closing date:
24/01/2025 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 organising activities, keeping track of ongoing work, and updating customers as necessary. What you’ll be doing as a Complaints Advisor
Be the main point of contact for customers within your caseload – keeping them always updated. Ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines. Liaise with a wide range of stakeholders throughout the business. Negotiate and 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 get a solution suitable to the customer and the company. Control the customer journey, making it a positive one, 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. What you should bring to the role
Excellent customer service – with outstanding telephone communication skills. The ability to communicate effectively – written & spoken. Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business and with the customers themselves. 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 pick up new software quickly. 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 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 well-being. Thames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. 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
