This role is an essential position within Affinity Water, focused on delivering an outstanding customer experience through effective handling and resolution of complaints at all stages.
The role requires a balance of communication and problem-solving skills, as the individual will address and resolve issues to maintain or restore customer satisfaction. Beyond complaint management, this role contributes to improving overall service quality and customer experience, ensuring positive outcomes. Reporting to the Complaints & Resolution Team Leader, the successful candidate will be the first point of contact for dissatisfied customers, owning, investigating, and understanding their concerns to turn complaints into satisfactory resolutions. The ideal candidate will be customer-centric, enthusiastic, resourceful, motivated, and driven by continuous improvement.
Key Responsibilities:
1. Complaint Handling and Resolution:
* Collaborate with contact centre, operations, and other stakeholders to provide feedback on corrective actions and training needs to prevent recurring complaints.
* Contact all written cases on the same day to understand the resolution sought by the customer.
* Act as the first escalation point from the Contact Centre when a satisfactory resolution cannot be found, engaging with the customer to understand their desired outcome and owning the case for 24 hours to find a resolution.
* Accurately report complaint data, aiming to reduce Stage 1 complaints by resolving issues within 24 hours.
* If unresolved within 24 hours, escalate to Stage 1 complaint and continue ownership of the case.
* Ensure all customers are called back within 24 hours if initial resolution is not achieved.
1. Data Analysis and Reporting:
* Use appropriate tools to record complaint causes and actions accurately.
* Analyze data to identify trends, recurring issues, and areas for improvement.
* Meet KPIs related to complaint resolution time, customer satisfaction, and escalation rates.
2. Customer Advocacy:
* Ensure customers' concerns are taken seriously and addressed fairly.
* Collaborate across departments to resolve systemic issues.
* Build and maintain strong relationships with customers to leverage feedback for continuous improvement.
3. Person Specification:
* Experience with data protection and GDPR compliance.
* Ability to adapt to different customer needs.
* Skill in diffusing difficult situations with sensitivity.
* Experience in handling customer inquiries and complaints.
* Resilience and a positive attitude to recover from challenging interactions.
* Excellent interpersonal skills to deliver meaningful customer experiences and manage expectations effectively.
For the full job description, please contact Hayley Savory at hayley.savory@affinitywater.co.uk.
What We Offer:
* Competitive salary based on skills and experience
* Learning and development opportunities, including mentoring and formal courses
* Entry into the annual bonus scheme
* Annual leave from 23 days, increasing with service, plus options to purchase additional days
* A ‘Celebration Day’ for personal or religious occasions
* Generous 'double match pension scheme' (company contributions capped at 12%)
* Family benefits including enhanced maternity, paternity, adoption, shared parental leave, and fertility support
* Paid Carers Leave options
* Menopause and Reasonable Adjustment policies
* Access to wellbeing support for physical and mental health
* Retail discounts and insurance schemes
* Disability confident employer commitment
Affinity Water values diversity and is committed to fostering an inclusive culture where everyone can thrive.
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