Complaints Advisor

In this role, you’ll be the customer’s ambassador – their voice within the company. You’ll build strong relationships by being their single point of contact until their complaint is resolved. From the very first conversation, you’ll listen and gather insights, then keep them updated and supported throughout the process.

You’ll manage your own caseload from start to finish – organising activities, tracking progress, liaising with teams across the business, and ensuring every customer knows what’s happening and when.

Base Location: Kemble Court Reading RG2 6AD or Walnut Court Swindon SN2 8BN.

Working Hours: Monday to Friday, 8am to 4pm or 9am to 5pm.

What you’ll be doing as a Complaints Advisor

• Investigating and resolving written customer complaints, while keeping customers fully updated by phone or in writing.
• Owning and managing a challenging caseload, ensuring all actions are completed within regulated timescales.
• Liaising and negotiating with stakeholders across the business to find the right solutions for both customer and company.
• Following Thames Water policies and procedures, but also using initiative to deliver the best possible outcome.
• Championing the customer journey by applying “Here for Customers” principles and balancing satisfaction with business cost.

What you should bring to the role

• Excellent customer service – with outstanding telephone communication skills.
• The ability to write an effective letter in line with Thames brand.
• Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business, and with the customer 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 decision 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.

What’s in it for you?

• Competitive salary up to £28,000 per annum depending on skills and experience.
• 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 yourself 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.
• Performance‑related pay plan directly linked to company performance measures and targets.

Who 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.

Working at Thames Water

Thames 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 meaningful career opportunities, flexible working arrangements and excellent benefits.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, 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 and meet colleagues.

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.