Thames Water is looking for a Complaints Associate ready to take on a challenge and make a real impact, to help us continue to deliver exceptional service to our customers.
What you will be doing as a Complaints Associate - 12-month secondment/FTC:
As the first point of contact for written complaints and escalations, you’ll play a crucial role in resolving customer issues within set timescales. You’ll be the voice of Thames Water, ensuring that every retailer feels heard and supported throughout the resolution process.
Key Responsibilities:
* Investigate and resolve written customer correspondence.
* Manage a diverse caseload, maintaining clear and detailed case notes.
* Communicate proactively, keeping customers and stakeholders updated.
* Adhere to branding and regulatory guidelines in all written communications.
* Collaborate with stakeholders across the business to negotiate and escalate unresolved issues.
* Champion customer solutions that align with company policies and exceed expectations.
What You’ll Bring to the role:
* Exceptional customer service and communication skills.
* The ability to craft effective written responses that reflect the Thames Water brand.
* Strong negotiation skills to achieve successful outcomes.
* Resilience to work under pressure in a target-driven environment.
* IT literacy and the ability to quickly learn new software.
* Flexibility to adapt to changing demands and processes.
36 hours per week Monday to Friday.
This role is hybrid-based at Clearwater Court Reading RG1 8DB.
What’s in it for you?
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 wellbeing.
Who are we?
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.
Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.
But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?
Working at Thames Water
At Thames Water, we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.
We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, backgrounds office-based, and differences that each individual brings.
Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.
Click here to find out more about working at Thames Water
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 enriching 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.
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