As a Complaints Advisor, 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.

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 -9-month Fixed term contract

  • To be the main point of contact for customers within your caseload – keeping them always updated.
  • To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines.
  • To liaise with a wide range of stakeholders throughout the business.
  • Negotiate/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.
  • The ability to think outside the box where necessary to get a solution suitable to the customer and the company.
  • To control the customer journey, make 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.

Monday – Friday – Week 1: 08.00 am -4.00 pm, Week 2: 09.00 am -5.00 pm

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.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

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.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

The real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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.

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.

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.