At a Glance
- Tasks: Help customers resolve complaints and provide top-notch support.
- Company: Join the UK's largest water and wastewater company, Thames Water.
- Benefits: Starting salary of £27,040, 24 days holiday, health perks, and a generous pension scheme.
- Other info: Flexible working arrangements and opportunities for personal growth.
- Why this job: Make a real difference in people's lives while building a sustainable career.
- Qualifications: Strong communication, problem-solving skills, and resilience under pressure.
The predicted salary is between 27040 - 27040 € per year.
Do you enjoy helping others and solving problems with the best possible solutions? Are you good at building relationships with people from different walks of life and truly understanding what they need to get to the bottom of their issues?
If yes, this is an exciting opportunity to do just that as part of our Complaints team as a Complaints Case Manager.
What you will be doing as the Complaints Case Manager:
- You will be the main point of contact for customers within your caseload, receiving and corresponding by both telephone and written communication when needed.
- You will take ownership of customer issues from start to finish.
Responsibilities will include:
- The investigation and resolution of written customer correspondence and telephone complaints, while managing a challenging caseload.
- To be the main point of contact for customers within your caseload, keeping them fully updated at all times.
- To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to our branding and regulatory guidelines.
- To escalate unresolved issues and complaints with the relevant areas of the business to ensure a resolution for your customer within regulated timescales.
- To ensure all Thames Water policies and procedures relating to customer complaints are followed, but also to think outside of these where necessary to get a solution suitable to the customer and the company.
- To have the confidence and ability to make decisions using large volumes of technical/complex information.
- To take full ownership of customer issues from start to finish, requiring resilience and focus to drive resolution.
What you should bring to the role:
- Excellent communication skills - both verbal and written.
- Strong problem-solving skills including taking ownership and accountability.
- The resilience to work well under pressure in a target-driven environment.
- Ability to prioritise and work to challenging deadlines.
- Ability to remain impartial when completing complaint investigations.
- Proficient in MS Office, including Excel, Outlook and Word.
What's in it for you?
- Starting salary from £27,040 per annum.
- 24 days of holiday, increasing to 28 days with service.
- Access to lots of benefits to help you take care of you and your family's health and wellbeing, and your finances.
- Opportunities to join Thames Water's crisis support team, gaining valuable business insights while helping customers on the frontline.
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
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.
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.
Complaints Case Manager - Swindon, Swindon in Royal Wootton Bassett employer: Thames Water
Thames Water is an exceptional employer, offering a supportive and inclusive work environment where employees can thrive while making a meaningful impact on the lives of millions. With a strong focus on employee well-being, generous benefits, and opportunities for career growth, our Complaints Case Managers in Swindon will find a rewarding role that not only challenges them but also allows them to contribute to a sustainable future for our communities and the planet.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Case Manager - Swindon, Swindon in Royal Wootton Bassett
✨Tip Number 1
Get to know the company! Research Thames Water and understand their values and mission. 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! Since you'll be dealing with customers, it's crucial to articulate your thoughts clearly. Try role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you've successfully resolved issues. Be ready to share these during interviews to demonstrate your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Thames Water family.
We think you need these skills to ace Complaints Case Manager - Swindon, Swindon in Royal Wootton Bassett
Some tips for your application 🫡
Show Off Your Communication Skills:Since this role is all about communication, make sure your written application reflects your excellent verbal and written skills. Use clear and concise language, and don’t forget to proofread for any typos or errors!
Highlight Problem-Solving Experience:We want to see how you tackle challenges! In your application, share specific examples of how you've taken ownership of issues and found solutions. This will show us you're the right fit for managing complaints.
Tailor Your Application:Make your application stand out by tailoring it to the Complaints Case Manager role. Use keywords from the job description and relate your experiences directly to the responsibilities listed. It shows us you’ve done your homework!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly, and you’ll find all the info you need about the role there too!
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 Case Manager inside out. Familiarise yourself with common customer complaints and how to resolve them. This will help you demonstrate your problem-solving skills and show that you're ready to take ownership of customer issues.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in past roles, whether through phone calls or written correspondence. This will highlight your ability to build relationships and keep customers updated.
✨Demonstrate Resilience
Be ready to discuss situations where you've had to work under pressure or manage a challenging caseload. Share specific examples that showcase your resilience and focus on driving resolution, as these traits are essential for success in this position.
✨Think Outside the Box
The job requires you to follow policies but also to think creatively when necessary. Prepare to discuss instances where you've successfully navigated complex situations by thinking outside the box. This will show your potential employer that you can balance adherence to guidelines with innovative problem-solving.
