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- Tasks: Be the go-to person for resolving customer complaints and ensuring satisfaction.
- Company: Join a customer-focused team in Reading, Berkshire.
- Benefits: Earn £26,000 to £28,500 with 24 days holiday and great perks.
- Other info: Enjoy a supportive work environment with opportunities for personal growth.
- Why this job: Make a real difference in people's experiences and turn challenges into positive outcomes.
- Qualifications: Strong customer service skills and problem-solving abilities required.
The predicted salary is between 26000 - 28500 £ per year.
This is a great opportunity to join a customer-focused team where you will genuinely make a difference to people’s experiences. As a Complaints Advisor, you will be the first point of contact for written complaints and enquiries, taking ownership of each case and supporting customers through to resolution. You will act as the customer’s voice within the business, managing their case end-to-end and making sure they feel listened to, informed, and supported throughout the journey. This role suits someone who enjoys problem-solving, building relationships, and seeing things through to a positive outcome. Please note this is a fixed-term contract for 12 months.
What you’ll be doing as a Complaints Advisor:
- Being the main point of contact for customers until their case is fully resolved, handling and investigating written customer complaints and enquiries.
- Managing your own caseload and keeping customers updated at every stage.
- Contacting customers by phone wherever possible, or providing clear, detailed written responses when needed.
- Working closely with a wide range of internal teams and external partners to resolve issues.
- Negotiating and escalating complaints where required to meet regulated timescales.
- Keeping accurate and detailed case notes, clearly recording actions and outcomes.
- Balancing customer satisfaction with commercial awareness and cost to the business.
- You will have the opportunity to turn challenging situations into positive customer experiences.
What you should bring to the role:
- Strong customer service skills with confident and empathetic telephone communication.
- The ability to write clear, effective letters and emails in line with brand guidelines.
- Good problem-solving and decision-making skills, with a strong sense of ownership.
- Confidence working with stakeholders and negotiating positive outcomes.
- Resilience and focus in a busy, target-driven environment.
- Good IT skills and the ability to learn new systems quickly.
What’s in it for you?
- This role will be paid from £26,000 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).
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of yourself 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.
Complaints Advisor - Reading, Berkshire in Essex employer: Thames Water
Contact Detail:
Thames Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Advisor - Reading, Berkshire in Essex
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections in the industry. A personal recommendation can go a long way in landing that Complaints Advisor role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and complaints handling. We suggest role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of specific examples where you turned a negative situation into a positive outcome. This will demonstrate your ability to handle complaints effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Advisor - Reading, Berkshire in Essex
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application for the Complaints Advisor role. Highlight your customer service skills and any relevant experience that shows you can handle complaints effectively. We want to see how you can make a difference!
Showcase Your Writing Skills: Since you'll be dealing with written complaints, it's crucial to demonstrate your ability to write clear and effective responses. Use your application to show off your communication style and ensure it aligns with our brand guidelines.
Be Personable and Empathetic: In your application, let your personality shine through! We’re looking for someone who can connect with customers and show empathy. Share examples of how you've turned challenging situations into positive experiences in the past.
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 don’t miss out on any important updates. Plus, it shows you're keen to join our team!
How to prepare for a job interview at Thames Water
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Advisor inside out. Familiarise yourself with common customer complaints and think about how you would handle them. This will show that you're proactive and ready to tackle challenges head-on.
✨Showcase Your Empathy
As a Complaints Advisor, empathy is key. During the interview, share examples of how you've successfully resolved customer issues in the past. Highlight your ability to listen and understand customers' feelings, as this will demonstrate your suitability for the role.
✨Practice Clear Communication
Since you'll be handling written complaints and enquiries, practice articulating your thoughts clearly. You might even want to prepare a few sample responses to potential complaints. This will help you convey your ideas effectively during the interview and show that you can write in line with brand guidelines.
✨Be Ready to Problem-Solve
Expect scenario-based questions where you'll need to demonstrate your problem-solving skills. Think of specific situations where you've turned a negative experience into a positive one. This will not only showcase your skills but also your resilience in a busy environment.