Complaints and Compliance Risk Officer

What you’ll be responsible for:

• Reporting to the Customer Care Team Leader, you will support Customer Services in delivering a consistently positive customer experience, contributing to improvements in CMEX, complaints and compliance.
• You will be responsible for managing and responding to customer feedback and complaints through all channels, including those that have escalated to the final stage of the company’s complaint procedure, as well as enquiries, investigations and ADR cases from the Consumer Council for Water.
• You will have the responsibility for processing GSS & ex gratia payments ensuring that we comply with Water Industry regulations (OFWAT).
• You will be the main point of contact for our customers who make requests under the Data Protection Act 2018.
• You’ll be responsible for ensuring that all Information Requests are accurately recorded onto our system, and ensure the responses meet the statutory deadlines.

Your responsibilities will include:

• Identify opportunities that have been missed by colleagues to resolve a customer’s query or issue first time.
• Identify the person responsible for the mistake and feedback the correct procedure, process or approach to the individual and their coach/manager.
• Ensure the mistake is corrected so that the customer feels no adverse impact.
• Investigate and case manage customer queries to understand the correct process, what has gone wrong and then put it right, keeping the customer informed and taking full ownership of the issue, which may require liaison with other departments and contractors.
• Identify the best solution for the customer, being prepared to think broadly within established policies and applying discretion where needed.
• Undertake internal audits as required by the annual audit plan, along with monitoring actions arising from any audits.
• Maintain accurate and up to date records for governance and reporting, in order to meet any audits.
• Proactively manage shared inboxes so that all responses to external customers and internal stakeholders are responded to in a professional manner in line with our Guaranteed Standards of Service (GSS).
• Coordinate and gather relevant information from a range of internal & external stakeholders, as well as internal systems, taking proactive steps to resolve complaints before they arise.
• Liaising with the relevant business areas and Heads of Service to provide recommendations based on knowledge and experience as to why information is required, in line with agreed processes included exceptions and exclusions.
• Provide updates and confirmation to Line Manager and the wider business on the status of requests and complaints, flagging any delays proactively.
• Maintain up to date awareness and understanding of General Data Protection Regulations, Complaint Reporting Guidance and Guaranteed Standards of Service (GSS) requirements, ensuring compliance with these at all times.
• Accurately acknowledge, log, track and manage complaint cases and DSAR requests in line with agreed processes.

About you:

• Experienced in managing escalated issues with positive outcomes.
• Experienced in using problem solving techniques to investigate the root of the issue and identify actions for resolution.
• Excellent communication skills – both written and verbal.
• Have a keen eye for detail – case managing and pinpointing our next steps.
• Confident in speaking to stakeholders to discuss cases as part of fact-finding exercise, or to negotiate resolution.
• Considers the circumstances and is empathetic, reasonable and fair; identifies areas of customer vulnerability and takes appropriate action.
• Able to remain impartial throughout investigations and decision making.
• Able to identify opportunities for improving business processes.
• Excellent in managing your own work, being able to manage priorities and meet compliance targets.
• Good knowledge of the business, its policies, procedures and legislation.
• Use multiple systems, in particular Rapid/Tallyman, SAP/C4C, Microsoft packages.
• Able to work flexibly as part of a team and to balance a range of tasks at the same time.
• Basic data analysing – researching and compiling information accurately based on the request received.

Good to know:

• There are eight vacancies available, all within the Customer Care Complaints team.
• Some positions will focus on investigating and resolving billing-related complaints, while others will focus on clean water, water network and leakage-related complaints.
• Although it’s not essential, experience or knowledge of water networks, leakage and utility billing would be beneficial for this role.
• The first 2 weeks of this role will be office based, this will then be reviewed based on competency in the role.
• For more information on the role please contact Sarah.Cleary@dwrcymru.com.

Benefits:

• As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive).
• Option to buy additional annual leave up to 5 days per year.
• Enhanced employer pension contributions – Up to 11% employer contributions.
• Free Mortgage Brokering Services.
• Enhanced family friendly policies.
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes.
• Gym and fitness discounts as well as high street shopping.
• Cycle to work scheme.
• Discount off all Welsh Water visitor attraction centres and gift shops.
• Car-leasing scheme and free on-site parking at all sites.
• Health CashBack scheme and access to an online GP service.
• An employee assistance programme for employees and their immediate family.
• Many more can be found on our website.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

Who we are:

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas. To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives. We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.