This role plays an essential part within Affinity Water in delivering an outstanding customer experience in the handling and processing of complaints at all stages. This position requires 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 and 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. Key Responsibilities Complaint Handling & Resolution: Act as the first point of escalation from the Contact Centre, resolving complaints within 24 hours where possible. Escalate Stage 1 complaints if resolution isnt achieved, owning the customer journey. Collaborate with Contact Centre, Operations, and other teams to identify corrective actions and reduce repeat complaints. Ensure customers are called back within 24 hours if resolution cannot be achieved at first contact. Support administrative tasks, including email box management and tracker updates. Policy & Compliance: Follow best practices and legal requirements when managing customer grievances. Maintain awareness of data protection, GDPR, and relevant regulatory frameworks. Data Analysis & Reporting: Accurately record complaint causes and actions taken. Identify trends, recurring issues, and opportunities for improvement. Meet KPIs including resolution time, customer satisfaction, and complaint escalation rates. Customer Advocacy: Ensure customer concerns are taken seriously and resolved fairly. Develop strong relationships with customers, using their feedback to drive continuous improvement. Person Specification Experience handling customer enquiries or complaints, with strong problem-solving skills. Ability to diffuse difficult situations and remain calm under pressure. Excellent communication, interpersonal, and organisational skills. Confidence working collaboratively with colleagues and senior managers. Resilient, positive, and committed to delivering excellent customer service. Knowledge of data protection, GDPR, and regulatory requirements (OFWAT/CCW) desirable. Advert Closes: February 16th Benefits: Salary £28,925 (dependant on skills and experience) Learning and development opportunities, including mentoring and a range of formal courses and open learning resources. Entry into the company annual bonus scheme. Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days. A Celebration Day in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them. A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%) We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave. Menopause policy and Reasonable Adjustment policy to help everyone perform at their best. Access to our Wellbeing Centre with support for looking after your physical and mental health. Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme. Up to 4 Affinity days a year to volunteer in the community. Life Assurance. Disability Confident As a Disability Confident employer, were committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and were not able to offer interviews to all, well take a fair and proportionate number of disabled candidates through. Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.