Join us on a 15 month Fixed Term contract
This role is anessential role within Affinity Water to deliver an outstanding customer experience in the handling and processing of complaints at all stages.
This position involves a careful balance of communication and problem-solving skills, as the individual is tasked with addressing and resolving issues in a manner that maintains or restores customer satisfaction. Beyond merely handling complaints, this role contributes to the improvement of overall service and experience ensuring strong outcomes are achieved. Reporting to the Complaints & Resolution Team Leader this role is the first point of contact for dissatisfied customers, you will own, investigate, and understand our customers concerns to turn around a complaint to bring satisfaction and resolution. You will need to be customer centric, enthusiastic, resourceful, and motivated with a can-do attitude and a drive for continuous improvement.
Complaint Handling and Resolution:
1. You will work with contact centre, operations and other relevant stakeholders to feedback corrective actions and training that may be required by individuals to mitigate repeat complaints.
2. Ensure all written cases are contacted same day to understand resolution sought by customer.
3. Act as a first point of escalation...