Senior Complaints Advisor

  • Job Reference: 37786
  • Date Posted: 6 June 2024
  • Employer: Thames Water
  • Location: Reading
  • Salary: £30,000
  • Sector: Engineering & Technical
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

We are looking for an experienced customer focused professional to respond to written complaints and enquiries, received by our customers and major stakeholders. You will do this via telephone and in writing, using an excellent and adaptable communication style, advocating for our customers, and challenging our business when required.

Please note, this is a 12-month secondment to cover maternity leave. 

What you’ll be doing as a Senior Complaints Advisor
You will manage the resolution of major stakeholder cases, from start to finish, through skilled negotiation with a wide range of stakeholders throughout the business, becoming the customer’s champion when faced with barriers or challenges.
You’ll take ownership and keep clear records of issues and complaints until you’ve been able to address all the points raised by the customers and stakeholders.  
Examples of external stakeholders you may be liaising with include OFWAT, local councils, CCW, and MPs

Once the case is resolved, you’ll contact all relevant stakeholder and customers by telephone or in writing to advise them of the outcome.

In this role, you’ll be a customer advocate and their voice within the company, and highly involved with stakeholder management.

You’ll have the opportunity to build a relationship with them, providing a single point of contact for them until the resolution of their complaint. This relationship begins when you speak to your customer to gain more insight into the issue. And will continue to develop as you keep them updated and informed throughout the process.

You’ll manage and own your own caseload, arranging and organising activities, keeping track of ongoing work, and updating customers as necessary.

Base location will be Walnut Court or Kemble Court
Working hours are full time, Monday to Friday, 36 hours a week.

What you should bring to the role 
  • Excellent customer service with outstanding telephone and written communication skills.
  • Strong negotiation skills to gain a successful outcome when dealing with other areas of the business, and with the customers and stakeholders themselves.
  • A determined and resolute attitude, have excellent problem-solving skills and be comfortable taking ownership and accountability for challenging issues.
  • Good understanding of commercial awareness.
  • Confidence to maintain good relationships with stakeholders.
  • The ability to make correct decisions for query resolution.
  • The resilience to work well under pressure in a target-focussed environment so strong organisation skills will be required.
  • IT literacy and with the ability to pick up new software quickly.
  • The ability to be flexible and adaptable to changing demands.
 What’s in it for you?
  • Opportunity to undertake a 12-month secondment in a high-profile role
  • Competitive salary up to £30,000 per annum
  • Annual Leave of 24 days holiday per year increasing to 28 with the length of service (Plus bank holidays)
  • Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution
  • Personal Medical Assessments – Open to all once a year
  • Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing
Who are we? 
Our business continues to operate as usual, delivering our essential services to around 16 million customers across London, Thames Valley and the Home Counties'.  
At Thames Water, our purpose is crystal clear - to deliver life’s essential service so our customers, communities and planet can thrive.

Water is life’s great leveller. Every living thing needs it, every single day. From people to plants, birds to bees, farms to factories, we all need it to thrive, and we’re committed to taking care of it for us all.

But keeping water flowing is becoming harder. From scorching summers to wetter winters, extreme weather affects everything from our pipes to our local rivers. We need to keep millions more kettles boiling, public services operating, washing machines spinning, showers running and more, so every drop is more precious than ever. Are you ready to play your part?

Working at Thames Water
At Thames Water we recognise that people are at the heart of our business. To help us succeed in providing life's essential service, we need a range of skills and capabilities, representative of society throughout our business.

We seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge. We understand the importance of appreciating and harnessing the unique skills, experiences, background, and differences that each individual brings.

Our over-arching diversity and inclusion aim is to ensure Thames Water is a diverse and inclusive great place to work. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. 

Find out more about working at Thames Water.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and earn some extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.