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- Tasks: Manage customer complaints, turning issues into positive outcomes and enhancing service.
- Company: Affinity Water, dedicated to outstanding customer experiences and community engagement.
- Benefits: Competitive salary, flexible hours, generous leave, and a supportive work environment.
- Why this job: Make a real difference by advocating for customers and improving services.
- Qualifications: Experience in customer service, strong problem-solving skills, and a positive attitude.
- Other info: Join a diverse team with opportunities for growth and community volunteering.
Affinity Water are looking for a Complaint Case Manager to deliver an outstanding customer experience. You will be the first point of contact for dissatisfied customers, taking ownership of complaints, investigating issues, and turning concerns into positive outcomes. This role combines problem-solving and communication skills to resolve issues, restore satisfaction, and help improve our overall service. We are looking for someone customer-focused, enthusiastic, and motivated, with a can-do attitude and a drive for continuous improvement.
What you will be doing:
- Take ownership of customer complaints from start to finish.
- Investigate issues thoroughly and agree resolutions directly with customers.
- Ensure all follow-up is completed on time and accurately recorded.
- Work closely with teams across the business, including the contact centre and operations, to provide feedback and prevent repeat complaints.
- Record and report complaint data, identifying trends and opportunities for service improvement.
- Ensure all complaints are handled professionally, in line with policies, GDPR, and legal requirements.
- Act as a strong advocate for customers, making sure their concerns are taken seriously and resolved fairly.
You will need to be:
- Experienced in handling complaints or customer enquiries.
- Calm and professional under pressure, even in challenging or emotive situations.
- A strong problem-solver with excellent attention to detail.
- Confident in communicating with both customers and colleagues, adapting your style as needed.
- Able to work collaboratively across teams and with senior management.
- Knowledgeable about data protection, GDPR, and regulatory frameworks (OFWAT, CCW).
- Customer-focused, resilient, adaptable, and motivated with a positive, can-do attitude.
- Regulatory Compliance-minded to stay up-to-date with relevant laws to ensure complaints are handled correctly and the company is protected.
Key skills and competencies:
- Exceptional organisational skills, with the ability to plan, prioritise, and manage multiple cases effectively.
- Strong influencing and relationship-building skills.
- Committed to delivering excellent customer experiences, turning complaints into opportunities to improve service and build loyalty.
- Ability to analyse information, spot trends, and contribute ideas for service improvements.
Benefits:
- Salary: £30,000 (salary dependent on skills and experience)
- Hours: 08:00am - 17:00pm (Mon - Thurs) 08:00am - 16:30pm (Friday)
- 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.
As a Disability Confident employer, we are committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. 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 Case Manager 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 Case Manager in Hatfield
✨Tip Number 1
Get to know the company inside out! Research Affinity Water, their values, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life examples where you've turned complaints into positive outcomes. Being able to share these stories will demonstrate your ability to handle challenging situations effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're keen on joining us at Affinity Water and ready to make a difference.
We think you need these skills to ace Complaints Case Manager in Hatfield
Some tips for your application 🫡
Show Your Customer Focus: When writing your application, make sure to highlight your experience in handling customer complaints. We want to see how you've turned negative situations into positive outcomes, so share specific examples that showcase your customer-focused approach.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your communication is easy to understand. This will reflect your ability to communicate effectively with customers and colleagues alike.
Demonstrate Problem-Solving Skills: Use your application to illustrate your problem-solving abilities. Share instances where you've investigated issues thoroughly and found resolutions. This will show us that you can handle complaints with a calm and professional attitude, even under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. This not only streamlines the process but also ensures your application reaches us quickly. Plus, it’s a great way to explore more about our company culture and values!
How to prepare for a job interview at Affinity Water Limited
✨Know Your Stuff
Before the interview, make sure you understand Affinity Water's values and how they relate to customer service. Familiarise yourself with common complaints in the water industry and think about how you would handle them. This will show that you're proactive and genuinely interested in the role.
✨Showcase Your Problem-Solving Skills
Prepare specific examples from your past experiences where you've successfully resolved complaints or difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your ability to turn negative experiences into positive outcomes.
✨Communicate Clearly and Confidently
During the interview, practice clear and confident communication. Be ready to adapt your style based on the interviewer’s responses. Remember, this role requires excellent communication skills, so demonstrate your ability to articulate your thoughts effectively.
✨Emphasise Your Customer Focus
Make it clear that you are passionate about delivering outstanding customer experiences. Share examples of how you've gone above and beyond for customers in the past, and express your commitment to continuous improvement in service delivery.
