Complaints Advisor

Job title Complaints Advisor Ref 41581 Division Asset Operations & Capital Delivery Location Hybrid – Kemble Court – RG2 6AD, Hybrid – Walnut Court – SN2 8BN Contract type Permanent Full/Part-time Full-time Salary Salary up to £28,500 per annum, depending on skills and experience Job grade A Closing date 17/07/2025

Are you a great communicator who thrives on making a difference? In this role, you’ll be a true ambassador for our customers – the voice they can trust within our company. You’ll have the chance to build meaningful relationships, acting as a single point of contact to resolve their complaints and turn challenging situations into positive experiences.

You’ll start by speaking with customers to fully understand their concerns, then keep them informed every step of the way. Taking ownership of your caseload, you’ll manage activities, coordinate with colleagues, and ensure every customer feels valued and supported.

What you’ll be doing as a Complaints Advisor

• Investigating and resolving customer complaints through written correspondence.
• Managing a dynamic caseload and taking full ownership of your assigned cases.
• Acting as the go-to contact for your customers, keeping them updated throughout their journey.
• Communicating with customers via telephone whenever possible, ensuring written responses follow our brand and regulatory guidelines.
• Collaborating with various teams across the business to find timely and effective resolutions.
• Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company.
• Following company policies while thinking creatively to deliver the right solutions.
• Using our Here for Customers principles to deliver exceptional communication.
• Controlling the customer journey to make it as positive as possible while maintaining accountability at every step.
• Balancing customer satisfaction with the financial considerations of the business.
• Location: Choose between Kemble Court, Reading or Walnut Court, Swindon
• Working Hours: Monday to Friday – Week 1: 08:00-16:00, Week 2: 09:00-17:00
• Hybrid Working: Flexible format with two days a week based in the office
• Please note we have both Permanent and Fixed Term positions available

What you should bring to the role

• A passion for delivering exceptional customer service and excellent telephone communication skills.
• The ability to communicate clearly and effectively in both written and spoken formats.
• Strong negotiation skills to achieve successful outcomes with customers and internal teams.
• A problem-solving mindset with a commitment to taking ownership and delivering results.
• Commercial awareness to balance customer needs with business goals.
• Confidence in building strong relationships with stakeholders.
• Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
• A knack for learning new systems and being IT-savvy.
• Flexibility and adaptability to handle changing priorities with ease.

If you’re ready to take on a rewarding challenge where you’ll make a real difference in our customers\’ lives, we’d love to hear from you.

What’s in it for you?

• Salary up to £28,500 per annum, depending on skills and experience
• 24 days holiday per year, increasing to 28 with the length of service (plus bank holidays)
• Performance-related pay plan up to 10% of salary
• Generous Pension Scheme through AON
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process . Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support .

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.

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