Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Handle and resolve customer complaints, ensuring satisfaction and continuous improvement.
- Company: Affinity Water, dedicated to outstanding customer experiences.
- Benefits: Competitive salary, learning opportunities, generous leave, and wellness support.
- Why this job: Make a real difference by turning complaints into positive outcomes for customers.
- Qualifications: Experience in customer service, strong problem-solving, and communication skills.
- Other info: Join a diverse team committed to inclusivity and community engagement.
The predicted salary is between 25000 - 32000 £ per year.
This role plays an essential part within Affinity Water in delivering an outstanding customer experience in the handling and processing of complaints at all stages. This position requires a careful balance of communication and problem-solving skills, as the individual is tasked with addressing and resolving issues in a manner that maintains or restores customer satisfaction. Beyond merely handling complaints, this role contributes to the improvement of overall service and experience, ensuring strong outcomes are achieved.
Reporting to the Complaints & Resolution Team Leader, this role is the first point of contact for dissatisfied customers. You will own, investigate, and understand our customers' concerns to turn around a complaint and bring satisfaction and resolution. You will need to be customer-centric, enthusiastic, resourceful, and motivated with a can-do attitude and a drive for continuous improvement.
Key Responsibilities- Complaint Handling & Resolution: Act as the first point of escalation from the Contact Centre, resolving complaints within 24 hours where possible. Escalate Stage 1 complaints if resolution isn't achieved, owning the customer journey. Collaborate with Contact Centre, Operations, and other teams to identify corrective actions and reduce repeat complaints. Ensure customers are called back within 24 hours if resolution cannot be achieved at first contact. Support administrative tasks, including email box management and tracker updates.
- Policy & Compliance: Follow best practices and legal requirements when managing customer grievances. Maintain awareness of data protection, GDPR, and relevant regulatory frameworks.
- Data Analysis & Reporting: Accurately record complaint causes and actions taken. Identify trends, recurring issues, and opportunities for improvement. Meet KPIs including resolution time, customer satisfaction, and complaint escalation rates.
- Customer Advocacy: Ensure customer concerns are taken seriously and resolved fairly. Develop strong relationships with customers, using their feedback to drive continuous improvement.
- Experience handling customer enquiries or complaints, with strong problem-solving skills.
- Ability to diffuse difficult situations and remain calm under pressure.
- Excellent communication, interpersonal, and organisational skills.
- Confidence working collaboratively with colleagues and senior managers.
- Resilient, positive, and committed to delivering excellent customer service.
- Knowledge of data protection, GDPR, and regulatory requirements (OFWAT/CCW) desirable.
- Salary £28,925 (dependant on skills and experience)
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
- A Celebration Day in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
- We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a Range of Retail Outlets and on Dental and Medical Insurance through our Tap4Perks scheme.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
Complaints and Resolution Case Handler in Hatfield employer: Affinity Water Limited
Contact Detail:
Affinity Water Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints and Resolution Case Handler in Hatfield
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Affinity Water. Understand their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about handling complaints, think of examples from your past experiences where you successfully resolved issues. Be ready to share these stories during your interview to demonstrate your capabilities.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to communicate clearly and confidently. Remember, this role requires excellent interpersonal skills, so let your personality shine through while maintaining professionalism.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining Affinity Water.
We think you need these skills to ace Complaints and Resolution Case Handler in Hatfield
Some tips for your application 🫡
Show Your Customer-Centric Side: When writing your application, make sure to highlight your experience in handling customer complaints. We want to see how you've turned around tough situations and kept customers happy, so share specific examples that showcase your problem-solving skills!
Keep It Clear and Concise: We appreciate a straightforward approach! Make sure your application is easy to read and gets straight to the point. Use bullet points where possible to break down your skills and experiences, especially those relevant to complaint handling.
Demonstrate Your Enthusiasm: Let your passion for customer service shine through in your application. We love candidates who are motivated and have a can-do attitude, so don’t be shy about expressing why you’re excited about this role and how you can contribute to our team!
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. This way, we can easily track your application and ensure it reaches the right people. Plus, it shows you're keen on joining us at Affinity Water!
How to prepare for a job interview at Affinity Water Limited
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints effectively and what strategies can help in resolving issues quickly. This will show that you’re not just familiar with the role but also passionate about delivering excellent customer experiences.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific complaint scenarios. Think of examples from your past experiences where you successfully resolved a difficult situation. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Show Off Your Problem-Solving Skills
During the interview, highlight your problem-solving abilities. Be ready to discuss how you approach challenges and what steps you take to ensure customer satisfaction. This is crucial for the role, so make sure to convey your resourcefulness and can-do attitude.
✨Demonstrate Your Team Spirit
Since collaboration is key in this role, be prepared to talk about how you work with others. Share examples of how you’ve collaborated with colleagues or other teams to resolve complaints or improve processes. This will show that you’re a team player who values communication and cooperation.
