At South West Water, we believe that the strongest businesses are built on solid, stable foundations—guided by a vision and culture that foster change, improvement, and innovation.
We’re proud to provide reliable, efficient, high-quality drinking water and wastewater services for the beautiful South West area.
Our ambitions are substantial. We are committed to reaching net-zero by 2030 and have partnered with Wildlife Trusts, National Parks, and local organizations to help ensure a better future for generations to come.
If you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Do you want to help shape our customer experience? Are you a problem solver who puts the customer at the heart of all you do? If so, we want to hear from you!
We currently have two fantastic opportunities for a Complaints Customer Manager to join our Complaints Resolution Team in Exeter. This is a full-time, permanent position, offering a competitive salary of £27,061 per annum plus a range of benefits.
About the role:
This role involves working in a fast-paced, challenging, and rewarding environment, managing customer complaints and finding effective resolutions using your initiative. You will investigate customer queries and provide comprehensive responses within the agreed timescales aligned with our DG targets.
What you’ll be doing:
* Follow the complaint case management process, maximize resolution opportunities, and achieve first contact resolution when possible.
* Communicate effectively, ensuring complaints are acknowledged promptly and customers are kept informed throughout the process.
* Handle requests for compensation according to company guidelines, ensuring payments are appropriate.
* Investigate potential GSS events and provide quality feedback to the business.
* Record complaint details accurately for reporting purposes.
* Maintain high service standards in communication with internal and external customers.
* Develop team relationships with colleagues and managers.
* Meet KPIs and SLAs, recording all work according to procedures.
* Proactively contact customers to enhance satisfaction and reduce contact volumes, contributing to the Outbound strategy measured through C-MeX.
* Collaborate with peers to promote positive relationships and excellent results.
* Perform other duties related to the department’s functions, such as coding and categorizing written contacts.
What we are looking for:
* Minimum GCSE Grade C or equivalent in English and Maths.
* Understanding of C-MEX, business goals, and objectives.
* Excellent oral and written communication, including negotiation and presentation skills.
* Strong customer service and interpersonal skills, capable of managing difficult situations.
* Good organizational, time management, and problem-solving skills.
* Ability to challenge existing methods constructively and generate innovative ideas.
* Ability to work under pressure and meet deadlines.
* Strong interpersonal skills to build effective relationships.
* Self-motivated with a willingness to learn.
* A 'customer first' attitude and ownership of team goals.
* Positive, enthusiastic approach to work and challenges.
* Ability to overcome barriers through teamwork and contribute to process improvements.
* Solution-oriented mindset when facing issues.
* Empathy in customer interactions.
What's in it for you:
We value our staff’s support and commitment, offering ongoing development and training for a long-term career. As one of the largest companies in the South West, we are proud to be recognized as Investors in People.
* Generous holiday allowance plus bank holidays.
* Discretionary Bonus.
* Competitive Contributory Pension.
* Share-save Scheme.
* Various health benefits.
* Wellbeing support programs.
* Group Discounts.
* Cycle to Work Scheme.
* Financial support services.
* And more!
Closing Date: 7th May 2025
If you’re ready for a new challenge, click apply now to be considered for the Complaints Customer Manager. We look forward to your application.
Please note, the successful candidate will undergo a mandatory DBS check during onboarding.
Be yourself, we like it that way. We aim to foster a culture of belonging, where inclusion is natural. Diversity is our strength, reflecting our communities. We care, value everyone, and celebrate uniqueness.
Our core values are:
Be Rock Solid - Build trust and be trusted. Be the dependable one.
Be You - Bring your best every day. Be authentic and make your mark uniquely.
Be the Future - Embrace change. Drive progress. Own the challenge.
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