What you will be doing
as the Complaints Case Manager
You will be the main point of contact for customers within your caseload, receiving and corresponding by both telephone and written communication when needed. You will take ownership of customer issues from start to finish.
Responsibilities will include:
1. The investigation and resolution of written customer correspondence and telephone complaints, while managing a challenging caseload.
2. To be the main point of contact for customers within your caseload, keeping them fully updated at all times.
3. To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to our branding and regulatory guidelines.
4. To escalate unresolved issues and complaints with the relevant areas of the business to ensure a resolution for your customer within regulated timescales.
5. To ensure all Thames Water policies and procedures relating to customer complaints are followed, but also to think outside of these where necessary to get a solution suitable to the customer and the company.
6. To have the confidence and ability to make decisions using large volumes of technical/complex information.
7. To take full ownership of customer issues from start to finish, requiring resilience and focus to drive resolution.
Base location: Hybrid - Walnut Court - SN2 8BN.
Hours: 36 hours per week, Monday to Friday.
What you should bring to the role:
To thrive in this role, the essential criteria you’ll need are:
8. Excellent communication skills - both verbal and written.
9. Strong problem-solving skills – including taking ownership and accountability.
10. The resilience to work well under pressure in a target-driven environment.
11. Ability to prioritise and work to challenging deadlines.
12. Ability to remain impartial when completing complaint investigations.
13. Proficient in MS Office, including Excel, Outlook and Word.
What’s in it for you?
14. Starting salary from £27,040 per annum.
15. 24 days of holiday, increasing to 28 days with service.
16. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
17. Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.
18. Performance-related pay plan directly linked to company performance measures and targets.
19. Generous Pension Scheme through AON.