Customer Complaints Handler
Full Time / Permanent / £25,000 / Office Based / Stoke-on-Trent
Water Plus is the UK's largest water retailer for business customers, currently with around 350,000 business customers. We are looking for experienced Customer Complaint Handlers to support our Resolutions Team. These are full time, permanent opportunities, based in Stoke (ST4 4TW), working an 8hr shift Monday to Friday between 8am and 5.30pm.
** The start date for these roles is Monday 17th November 2025 **
What's the role?
You will professionally represent Water Plus, championing best practice in complaint handling, customer satisfaction and loyalty by carrying out full investigations, recognising root causes and resolving complaints within regulatory timeframes.
What will you be doing in your role day-to-day, and what skills will you need to aid your success?
* Identify complaints and conduct fair and impartial investigations in order to find a satisfactory resolution for each customer; adopting a 'right first time' approach.
* Proactively prioritise and manage own allocated workload; taking full ownership of each case until a satisfactory response is delivered.
* Ensure all incoming call enquiries are handled in an efficient, expedient and customer focused way, providing the customer with a professional service at all times.
* Ensure that a fair outcome is achieved for each customer assessing their individual circumstances.
* Communicate the resolution to the customer by telephone and in writing
What hours will you be working? #NOEVENINGS #NOWEEKENDS
* 37.5 hour working week - Monday to Friday ONLY
* You need to be able to work an 8hr shift between 8am and 5.30pm. You will be rota'd to start at 8am, 8.30am, 9am or 9.30am. Dependent upon your start time, your shift will finish either at 4pm, 4.30pm, 5pm or 5.30pm - no-one works later than 5.30pm.
* Once you have completed your 6 month probationary period, you will have the option to work from home 1 day a week on a rota basis. No pressure though, you can continue working 5 days a week at the office if you prefer. Flexibility will be required to ensure the needs of the business are met.
We would love to hear from you if you….
* Previous complaint handling experience
* Identify all causes of customer complaints and be proactive in investigating and resolving complaints as efficiently as possible.
* Strong attention to detail and have the ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations.
* Demonstrate excellent problem-solving skills and together with the ability to make sound commercial decisions.
* Weighing up the possible financial implications to Water Plus and the impact on customer goodwill and satisfaction.
* Excellent communication skills, including both telephone and letter writing skills.
* Demonstrate flexibility within the working environment.
* Organised and able to prioritise workload.
* Ability to influence and negotiate, with strong interpersonal skills
* Positive can-do attitude
Does this sound like you? If YES, don't delay in applying, we're waiting to hear from you
What do we have to offer you?
* NO Evenings + NO Weekends
* A competitive salary of £25,000
* 25 days annual leave (pro-rata if you join part way through our annual leave year). Plus never work your birthday – after all, it is YOUR day Plus all Bank Holidays.
* Our annual leave year runs from 1st April to 31st March, you will have the option to buy or sell up to 5 days holidays each February.
* Free parking.
* Free Healthcare cashback Plan (re-claiming for spend on optical treatment or dental care and much more). You can also choose to pay to upgrade your membership to include your partner and children.
* Pension scheme with employer contributions matched up to 6%; Life Assurance.
* Confidential Employee Assistance Programme: we all need support at times, it might be financial guidance or just needing someone to talk to.
* Access to discounts and offers from 350+ top brands.
* Refer a friend scheme – if you know someone who will also be fab at customer service – or another role within Water Plus – tell us about them and you could earn a monetary reward.
* Access to Water Plus Academy to develop personally and professionally, incl support with professional qualifications and study leave.
* Star Awards employee recognition scheme – we celebrate our star performers every month, every quarter AND every year.
Please note: all offers are subject to a satisfactory basic DBS check
What is a Water Retailer and who is Water Plus?
When parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer. Water Plus is a Water Retailer, and we went live in 2017 as a joint venture between United Utilities and Severn Trent and our customers range from small independent businesses to some of the biggest names in the UK.
A few years on, we are an award-winning trusted water retail partner for around 350,000 non-domestic customers across England and Scotland. Amongst other accolades, we have recently won the UK Customer Satisfaction Award for Sustainable Customer Service for 2025, for our work with customers and employees – the second UK Customer Satisfaction Award we have won in two years.
Please note: We may close the advert at any time therefore, you are encouraged to apply as soon as you can. If you have any questions regarding your application, please email us at -
Job Types: Full-time, Permanent
Pay: £25,000.00 per year
Benefits:
* Casual dress
* Free parking
Application question(s):
* What is your notice period?
* To enable us to plan effectively, please list the dates of any holidays already booked and or any scheduled appointments e.g. driving test... from 6th October 2025 to 31st March 2026. Or state N/A if you do not have any scheduled commitments.
* Please summarise your experience relevant to this complaint resolution role, including advising why this opportunity attracts you. NB: If this question remains unanswered, it's likely your application will not be considered
Licence/Certification:
* home address close to ST4 4TW (required)
* ability to attend the office Mon- Fri between 8am-5.30pm (required)
* right work in UK without employer sponsorship now or future (required)
* customer complaint handling experience in a contact centre (required)
Work Location: In person