Customer Case Manager

  • Job Reference: 00043765-1
  • Date Posted: 1 June 2024
  • Location: Hatfield
  • Salary: On Application

Job Description

As a Customer Case Manager, you will...

Work as part of our complaint escalation team and will be responsible for managing, investigating and responding to our customers' issues. Taking ownership, proactively investigating, and understanding 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 drive for continuous improvement. 

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Office based in Hatfield, hours 9:30am - 6pm or 8am - 4:30pm Monday to Friday plus 1 in 4 Saturdays.

    Typically, you will be required to:

    • To proactively manage the resolution of complaints across directorates, to ensure complaints are resolved efficiently and effectively and to reduce the need of complaints being escalated.
    • Investigations should include:
      • A full understanding of the customers concern removing assumptions.
      • A full understanding of the actions the business has taken to date.
      • Identifying opportunities/solutions to provide a resolution to the complaint.
    • Monitoring of follow up works to ensure these are completed within agreed timescales to the satisfaction of the customer and that learning from complaints is embedded within the process.
    • Build effective relationships with customers and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
    • Feed into lessons learnt and action we have taken to prevent further service failures and complaints.
    • Build and maintain effective and productive working relationships with internal and external stakeholders, providing regular feedback to the business to ensure consistent practices operate across teams.
    • To contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
    • Support the Customer Relations Manager with Roote Cause Analysis and data Reporting within the Customer Relations Team.
    • Uphold high standards of customer service and satisfaction throughout the company.

    Skills and experience you'll need to have:

    • Great interpersonal skills - you will be able to demonstrate delivering an experience that matters, handling with confidence customer expectations to turn around a complaint.
    • Experience of handling customer enquiries and/or complaints.
    • Ability to plan and prioritise workloads, work under pressure and to strict deadlines.
    • Strong experience of working with customers, understanding their diverse needs and translating these into actions.
    • Confidence in working closely and collaboratively with senior managers.
    • Excellent communication across channels, with ability to relate to both colleagues and customers, adapting style to suit.
    • Ability to use data and write reports to recognise performance issues and communicate these to appropriate managers.
    • Excellent influencing skills.


    • Salary dependant on experience 
    • Company annual bonus
    • Annual leave 24 days rising with length of service
    • A generous pension scheme that doubles the contributions you make, up to a maximum of 12%
    • We offer enhanced Maternity, Adoption and Shared Parental Leave. We also have a Carers policy and Menopause policy to help us support our people through different stages of their lives.
    • Access to our Wellbeing Centre with support for looking after your physical and mental
    • Discounts for Medical and Dental Insurance, Retail Outlets
    • Volunteer days
    • Life Assurance

    You can find out what it's like to work at Affinity Water through our career site where our colleagues share their career development stories and you can get a feel for our company culture.

    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.