Vacancy details

In this role, you'll be the customer's ambassador - their voice within the company. 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. Initially, you'll speak to your customers to gain more insight into the issue, and then you'll keep them updated and informed throughout the process.

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

What you'll be doing as a Complaints Advisor

+ To be responsible for the investigation and resolution of written customer correspondence.
+ To manage 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 branding and regulatory guidelines.
+ To liaise with a wide range of stakeholders throughout the business.
+ To negotiate/escalate unresolved issues and complaints with the relevant areas of the business to ensure 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 use the Here for Customers principles in all telephone and written communication.
+ To control the customer journey, making it a positive one, and being accountable at all points.
+ To have awareness of financial implications linked to customer outcomes.
+ To balance customer satisfaction with cost to the business.

+ Excellent customer service - with outstanding telephone communication skills.
+ The ability to communicate effectively - written & spoken.
+ Strong negotiation skills - to gain a successful outcome when dealing with other areas of the business and with the customers themselves.
+ Strong problem-solving skills - including taking ownership and accountability.
+ 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-driven environment.
+ IT literate - with the ability to pick up new software quickly.
+ The ability to be flexible and adaptable to changing demands.

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, 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, so we encourage you to apply as soon as possible to avoid disappointment.