Complaints Advisor

As a Complaints Advisor, you’ll play an important role in making sure our customers feel heard, supported and kept informed when things haven’t gone as expected. You’ll take ownership of customer complaints from start to finish, working with teams across Thames Water to investigate issues, overcome challenges and find the right resolution for both the customer and the business.

Please note, this is a 6-month secondment contract

What you’ll be doing as a Complaints Advisor

As a Complaints Advisor, you’ll be the main point of contact for customers within your caseload, taking responsibility for investigating and resolving written complaints and enquiries within the required timescales. Manage and take ownership of your own caseload from initial investigation through to resolution. Keep customers informed throughout their journey, providing a clear and consistent point of contact. Work with teams and stakeholders across Thames Water to investigate issues and find solutions. Negotiate and escalate unresolved issues to ensure complaints are resolved within regulated timescales. Make confident decisions using technical and complex information, balancing customer outcomes with commercial considerations Maintain accurate case records and build strong relationships with colleagues, stakeholders and external partners.Base location: Swindon (SN1 1HN) or Reading (RG2 6AD)

What you should bring to the role

Excellent customer service skills, with confident telephone and written communication. Strong problem-solving skills, with the confidence to take ownership and make effective decisions. Good negotiation skills and the ability to work with different teams to achieve successful outcomes. Confidence in building and maintaining positive relationships with stakeholders. Resilience and the ability to work effectively under pressure in a target-driven environment. Good IT skills, with the flexibility to learn new systems and adapt to changing priorities.Additional skills that would make you stand out:

Good commercial awareness and an understanding of how customer outcomes can have financial implications. Experience managing challenging customer cases or complaints. Confidence working with complex information and using it to make informed decisions.What’s in it for you?

This role will be paid from £26,000 to £30,000 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) Performance-related pay plan directly linked to company performance measures and targets Generous Pension Scheme through AON Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.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