Senior Complaints Advisor

Job title:

Senior Complaints Advisor

Company

Pertemps

Job description

Job DescriptionWe are looking for an experienced, customer-focused professional to respond to written complaints and enquiries from our customers and major stakeholders. You will handle these via telephone and in writing, using an excellent and adaptable communication style-advocating for our customers and constructively challenging the business when needed.Please note we have both a fixed term (8 months) and a permanent position available.What you’ll be doing as a Senior Complaints Advisor

• Managing the resolution of major stakeholder cases from start to finish, becoming the customer’s champion through skilled negotiation with internal and external stakeholders such as OFWAT, local councils, CCW, and MPs.
• Taking full ownership of each case, keeping clear records, and ensuring all issues raised by customers and stakeholders are fully addressed.
• Acting as the main point of contact for customers throughout their complaint journey, starting with gathering insight and continuing with regular updates until resolution.
• Communicating outcomes clearly and professionally via telephone and written correspondence once a case is resolved.
• Advocating for the customer within the business while managing your own caseload, organising tasks effectively, and prioritising competing demands.

Base location: This role can be based at either Walnut Court, Swindon or Kemble Court, Reading on a hybrid basis.Working hours: Full-time, Monday to Friday, 36 hours per week.What you should bring to the role

• Excellent customer service skills, with outstanding verbal and written communication, and strong negotiation skills to reach successful outcomes.
• A determined, resilient attitude with sound decision-making abilities, a strong sense of accountability, and confidence in resolving complex issues.
• The ability to build and maintain effective relationships with both internal and external stakeholders, demonstrating professionalism and commercial awareness.
• Strong organisational skills and the resilience to work well under pressure in a fast-paced, target-driven environment.
• IT literacy and a quick ability to learn new systems, along with flexibility and adaptability to meet changing demands.

What’s in it for you?

• Offering a salary of up to £29,000 per annum, depending on skills and experience.
• Annual Leave of 24 days holiday per year increasing to 28 with the length of service. (Plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perksWho are we?We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.Learn more about our purpose and valuesWorking at Thames WaterThames Water is a unique, rewarding and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.Our overarching aim is to ensure that Thames Water is a great, diverse and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.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.

Expected salary

£29000 per year

Location

Reading

Job date

Sun, 13 Apr 2025 06:30:26 GMT

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