Complaints Case Manager

Do you enjoy helping others and replacing problems with the best possible solutions? Are you good at building relationships with people from different walks of life and truly understanding what they need to get to the bottom of their issues?

If yes, this is an exciting opportunity to do just that as part of our Complaints team.

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:

• The investigation and resolution of written customer correspondence and telephone complaints, while managing a challenging caseload.
• To be the main point of contact for customers within your caseload – keeping them fully updated at all times.
• To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to our branding and regulatory guidelines.
• To escalate unresolved issues and complaints with the relevant areas of the business to ensure a resolution for your customer within regulated timescales.
• 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.
• To have the confidence and ability to make decisions using large volumes of technical/complex information.
• To take full ownership of customer issues from start to finish – requiring resilience and focus to drive resolution.

What you should bring to the role:

• Excellent communication skills - both verbal and written.
• Strong problem-solving skills – including taking ownership and accountability.
• The resilience to work well under pressure in a target-driven environment.
• Ability to prioritise and work to challenging deadlines.
• Ability to remain impartial when completing complaint investigations.
• Proficient in MS Office, including Excel, Outlook and Word.
• For external candidates - experience in a fast-paced complaints environment.

What’s in it for you?

• Offering a starting salary of £24,500.00 per annum
• 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays)
• Contributory pension.
• 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.

This role is office based Swindon - Walnut Court - SN2 8BN
36 hours per week Monday to Friday 

Who are we?
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 must 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, backgrounds, 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. We encourage you to apply as soon as possible to avoid disappointment.