At a Glance
- Tasks: Lead a team to resolve customer enquiries and complaints with passion and flair.
- Company: Join Anglian Water, a trusted leader in water supply and customer service.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Dynamic role with a focus on continuous improvement and collaboration across teams.
- Why this job: Make a real difference by championing customer satisfaction and improving service delivery.
- Qualifications: GCSEs in Maths and English or relevant qualifications; customer service experience preferred.
The predicted salary is between 27000 - 33000 £ per year.
Location: Huntingdon
Contract: Full Time/Permanent
Salary: dependent on experience and skills
At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring.
Who We Are? Integrated Maintenance, Repair and Development Services (IMRDS) is the team that maintains our water supply systems, handles emergencies like water bursts, and develops new ways to better serve our customers. Whether you're passionate about frontline operational work or playing a part in safeguarding one of the world's finest drinking water systems, IMRDS offers dynamic opportunities for growth, development, and purpose-driven work.
What Will You Be Doing as our Customer Relations Manager?
As part of the Household Customer Service function, as a Customer Relations Team Member, you'll use your individuality, passion, and flair to take ownership through to full resolution of all escalated enquiries and complaints across a wide range of topics. You will provide exceptional service to our customers across all channels - including telephone, written correspondence, social media, digital platforms, and CCW referrals. You will handle and investigate complaints and escalations end-to-end, ensuring fair, evidence-based outcomes that align with Anglian Water's policies and regulatory requirements. You will collaborate closely with teams across the business to deliver exceptional experiences and identify themes or root causes driving customer dissatisfaction. As part of your role, you will contribute to identifying process improvements, complaint prevention opportunities, and customer service innovations. You'll also maintain cross-team skills to support the wider Customer Service operation during peak workloads or service challenges. You will aim to get things right for our customers first time, every time, whilst putting them at the heart of everything you do. You will aim to be a true champion of and advocate for Anglian Water. This role will be a contractor/partner hire with Clancy.
Key Responsibilities:
- Provide a leading personalised, trusted and effortless service to our customers
- Manage end-to-end investigation and resolution of complaints and escalations received through any channel, ensuring full ownership and clear communication with customers throughout
- Prepare bespoke comprehensive written responses that align with Anglian Water's tone and regulatory expectations.
- Identify changing customer behaviours and trends, adapting and changing service delivery to optimise their experience
- Improve first time resolution rates of complaints, reducing unnecessary repeat contacts
- Champion the customers views and encourage the business to adapt their actions to reduce negative impact upon complaints and customer perception.
- Act as the customers ambassador being the individually named contact for escalated issues and complaints
- Liaise with internal departments and external stakeholders such as the Consumer Council for Water (CCW) to achieve timely and fair resolution.
- Identify complaint themes, trends, and systemic issues, feeding insights to the Leadership Team to support complaint reduction.
- Work collaboratively with wider Anglian Water teams to ensure key customer drivers and expectations are met.
- Respond to and resolve customer enquiries and complaints through a range of channels.
A Little Bit About Your Skills, Experience, and Behaviours:
- Educated to GCSE standard, with passes in Maths and English or relevant qualifications in Business Management or Customer Service
- Experience of working in a customer facing environment
- Experience of using a computer and/or other IT equipment
- Take pride in the work you do, speaking up when things aren't right
- Deliver information in a clear and concise way avoiding jargon
- Take responsibility for own learning and personal development
- Actively encourage change and new ideas which enable continuous improvement
- Empowering our people
- Be Customer Focused and proactive
Inclusion is for Everyone
We are an equal opportunity employer and consider all suitably qualified applicants, regardless of gender identity, ethnic origin, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We focus on merit and passion for creating better outcomes and are committed to fostering an inclusive environment where all colleagues feel they belong.
If you think this is the next step for your career, apply today!
Closing Date: 22nd September 2026
Customer Relations Team Manager, Huntingdon employer: Anglian Water
At Anglian Water, we pride ourselves on being an exceptional employer, offering a dynamic work culture that values care, courage, and curiosity. As the Head of Finance for our ambitious Reservoirs Programme, you'll not only lead a high-performing team but also play a pivotal role in shaping sustainable water solutions for future generations. With competitive benefits including a double-matched pension, private healthcare, and generous leave policies, we are committed to fostering employee growth and well-being in a collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Team Manager, Huntingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Anglian Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Anglian Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relations Team Manager, Huntingdon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Anglian Water:Your cover letter is your chance to shine! Tell us why you want to work at Anglian Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Anglian Water!
How to prepare for a job interview at Anglian Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
