At a Glance
- Tasks: Manage customer complaints, turning issues into positive outcomes and enhancing service.
- Company: Affinity Water, dedicated to outstanding customer experiences and continuous improvement.
- Benefits: Competitive salary, generous leave, bonus scheme, and wellness support.
- Other info: Join a diverse team with opportunities for growth and community volunteering.
- Why this job: Make a real difference by advocating for customers and improving services.
- Qualifications: Experience in customer service, strong problem-solving, and communication skills.
The predicted salary is between 24000 - 36000 £ per year.
Affinity Water are looking for a Complaint Case Manager to deliver an outstanding customer experience. You’ll 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’re looking for someone customer-focused, enthusiastic, and motivated, with a can-do attitude and a drive for continuous improvement.
What you’ll 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’ll 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 be able 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.
Salary: £30,000 (salary dependant 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’re 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
Affinity Water is an exceptional employer that prioritises employee well-being and development, offering a supportive work culture where your contributions are valued. As a Complaints Case Manager, you will benefit from comprehensive learning opportunities, a generous pension scheme, and unique perks like a 'Celebration Day' to honour personal occasions. With a strong commitment to diversity and inclusion, Affinity Water fosters an environment where every team member can thrive while making a meaningful impact on customer satisfaction.
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's values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life examples where you've turned complaints into positive outcomes. Be ready to share these stories during interviews to demonstrate your ability to handle challenging situations.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you internally, which can give you a leg up in the hiring process.
✨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 serious about joining the Affinity Water team 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:Make sure to highlight your experience in handling complaints and customer enquiries. We want to see how you've turned challenging situations into positive outcomes, so share specific examples that showcase your customer-focused approach.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your skills and experiences. Avoid fluff and focus on what makes you a great fit for the role.
Demonstrate Problem-Solving Skills:Since this role is all about resolving issues, make sure to include instances where you've successfully solved problems. We love seeing candidates who can think critically and adapt their communication style to different situations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Affinity Water!
How to prepare for a job interview at Affinity Water
✨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 calmness under pressure and your ability to turn a negative into a positive.
✨Communicate Effectively
Practice your communication skills by engaging in mock interviews or discussions with friends. Focus on adapting your style to different audiences, as you'll need to communicate with both customers and colleagues. Being clear and confident will help you stand out.
✨Be Customer-Focused
During the interview, emphasise your commitment to delivering excellent customer experiences. Share your thoughts on how to advocate for customers and improve service based on feedback. This will demonstrate your alignment with Affinity Water's mission and your enthusiasm for the role.
