Are you ready to take on a role where no two days are the same and customer satisfaction is the top priority? Then we have an exciting opportunity for you to join the Customer Service Complaints Team as an Administrator.
What you’ll be doing as an Administrator:
You will be responsible for reviewing all inflow contacts from customers and stakeholders who contact us through a variety of channels about their bills, meters and service-related concerns in an extremely busy complaints environment. You’ll be accountable for ensuring correspondence is efficiently reviewed, accurately logged, and promptly allocated to the right teams. Be the first point of contact for inquiries, providing essential administrative support and helping maintain compliance with our guidelines. Additionally, you’ll play a pivotal part in analysing complaints data to identify trends and offer invaluable feedback to improve our services. This will help support the management team to drive high performance and deliver an exceptionally high quality of service.
This position offers the opportunity to make a real impact by keeping our inflow on target and ensuring our compliance standards remain high. What we do at the administrative stage affects every part of the process that follows. By ensuring accurate, thorough intake, we help case managers focus on the right tasks and move cases through our workstream smoothly.
Key accountabilities:
- Ensuring our customers are at the heart of our complaint and treated like family.
- Review and categorise all inflows in line with our CCW complaint reporting guidance.
- Allocate all work correctly in line with our allocation rules so we get the work to the right teams/case managers and avoid unnecessary handoffs.
- Additionally, redirect work to other areas of the business if it isn’t a complaint.
- Telephony and email acknowledgements to customers.
- Providing an excellent level of detail within your work.
- Reviewing and validating Customer Guarantee Scheme payments
- Communicate findings and feedback whilst being an ambassador for our brand values
- Feedback trends and observations in complaints received, as well as procedural faults, and work with your colleagues to identify resolutions to customer issues
- Liaise with the complaints management team and other relevant colleagues/departments as and when relevant
What you should bring to the role:
To thrive in this role, the essential criteria you will need are:
- Excellent communication skills – verbal, listening, written and tone
- Excellent organisation skills with a proactive, think outside the box attitude
- Ability to work on your own, as well as part of a team
- Detailed understanding and utilisation of key systems and processes
- Passionate about customer service and attention to detail to ensure we’re logging our contacts correctly
- Have a data-centric mindset - being able to analyse data and identify trends to continuously improve
- Being adaptable to new changes in line with evolving the needs of the business
What’s in it for you?
Our environment is competitive, driven and sometimes pressurised. We have high expectations of our employees, with targets set to ensure that we deliver the highest customer satisfaction and outcomes for our customers.
Our complaints team is a fast-paced environment where no two days will be the same, but you will be working with like-minded people who really want to make a difference to our customers.
- A competitive Starting Salary of £25,246 per annum
- 24 days of holiday, increasing to 28 days with service.
- Generous contributory pension scheme – up to 12% of company contribution.
- Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
- Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.
Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)
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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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.
Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.
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 and meet colleagues.
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.