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- Tasks: Be the voice of our customers, resolving complaints with empathy and efficiency.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Competitive salary, generous holiday, pension scheme, and wellbeing resources.
- Why this job: Make a real difference in people's lives while building a sustainable career.
- Qualifications: Exceptional communication skills and strong problem-solving abilities required.
- Other info: Flexible working arrangements and opportunities for personal growth.
The predicted salary is between 27000 - 30000 £ per year.
Are you passionate about delivering excellent customer service and resolving issues with empathy and efficiency? Thames Water is looking for a Complaints Associate to be the voice of our customers and the champion of resolution.
What you will be doing as Complaints Associate:
- You will be the first point of contact for written complaints and enquiries.
- Owning and resolving cases through skilled negotiation and stakeholder engagement.
- Communicating clearly and effectively with retailers and internal teams.
- You will deliver high-quality written responses that prevent repeat complaints and maintain detailed case notes and ensure timely resolution within SLAs.
- Supporting the delivery of key projects within the Wholesale Market Services team.
Key Responsibilities:
- Manage a challenging caseload with professionalism and care.
- Liaise across departments and elevate issues where needed.
- Balance customer satisfaction with business impact.
- Make informed decisions using complex technical information.
- Build strong relationships across the business and with external partners.
- Supporting the delivery of key projects.
What you should bring to the role:
- Exceptional written and verbal communication skills.
- Strong problem‑solving and negotiation abilities.
- Commercial awareness and stakeholder confidence.
- Resilience in a fast‑paced, target‑driven environment.
- IT literacy and adaptability to new systems.
Base Location: Hybrid - Clearwater Court - RG1 8DB
Working Hours: 36 hours per week, Monday to Friday
What’s in it for you?
- A competitive starting salary of £27,000 and up to £30,000 per annum, depending on skills and experience.
- 24 days of holiday, increasing to 28 days with service.
- Generous contributory pension scheme – up to 12% of company contribution.
- Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
- Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.
Who are we?
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.
Working at Thames Water
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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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.
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. 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.
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.
Complaints Associate in England employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Associate in England
✨Tip Number 1
Get to know the company inside out! Research Thames Water's values, mission, and recent projects. 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 communication skills! As a Complaints Associate, you'll need to convey information clearly and effectively. Try role-playing scenarios with friends or family to boost your confidence in handling customer complaints.
✨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 serious about joining the Thames Water family and ready to make a difference.
We think you need these skills to ace Complaints Associate in England
Some tips for your application 🫡
Showcase Your Communication Skills: As a Complaints Associate, your written communication is key. Make sure to highlight your exceptional writing skills in your application. Use clear and concise language to demonstrate how you can effectively convey information and resolve issues.
Tailor Your Application: We want to see how you fit into our team! Tailor your application to reflect the specific responsibilities and skills mentioned in the job description. Show us how your experience aligns with managing complaints and liaising across departments.
Highlight Problem-Solving Abilities: In your application, don’t forget to mention your strong problem-solving and negotiation skills. Share examples of how you've successfully resolved issues in the past, as this will resonate well with what we’re looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Thames Water
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand what excellent service looks like and be ready to share examples of how you've resolved complaints in the past. This will show that you’re not just passionate about the role but also knowledgeable.
✨Practice Your Communication Skills
Since this role requires exceptional written and verbal communication, practice articulating your thoughts clearly. You might even want to write out a few sample responses to common complaint scenarios. This will help you feel more confident during the interview.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss specific instances where you’ve successfully navigated challenging situations. Think about how you balanced customer satisfaction with business needs, as this is crucial for the Complaints Associate role. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with Thames Water
Do some research on Thames Water’s values, mission, and recent projects. Being able to speak knowledgeably about the company will demonstrate your genuine interest in the role and help you connect your skills to their needs.