At a Glance
- Tasks: Help customers resolve complaints and provide solutions while managing your own caseload.
- Company: Join Thames Water, the UK's largest water and wastewater company.
- Benefits: Starting salary of £27,040, 24 days holiday, health benefits, and a generous pension scheme.
- Other info: Flexible working arrangements and opportunities for career growth.
- Why this job: Make a real difference in people's lives while developing your problem-solving skills.
- Qualifications: Strong communication skills, resilience under pressure, and proficiency in MS Office.
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.
- The investigation and resolution of written customer correspondence and telephone complaints, while managing a challenging caseload.
- 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.
Base location: Hybrid - Walnut Court - SN2 8BN.
Hours: 36 hours per week, Monday to Friday.
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 from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.
- 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.
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.
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.
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 Case Manager - Swindon, Swindon in Shrivenham employer: Thames Water
Thames Water is an exceptional employer, offering a unique and rewarding work environment in Swindon where you can truly make a difference in the lives of millions. With a strong focus on employee well-being, we provide generous benefits, including a competitive salary, flexible working arrangements, and opportunities for personal and professional growth. Join our diverse team and enjoy a fulfilling career while contributing 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 Shrivenham
✨Tip Number 1
Get to know the company inside out! Research Thames Water's values and mission. When you understand what they stand for, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers, being able to articulate your thoughts clearly is key. Try role-playing scenarios with friends or family to boost your confidence.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. Be ready to share these during interviews to demonstrate your ability to take ownership.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Thames Water family. Don’t wait too long, as positions can close quickly!
We think you need these skills to ace Complaints Case Manager - Swindon, Swindon in Shrivenham
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 resolved issues in the past. This will show us that you can take ownership and drive solutions effectively.
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. This 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 into the right hands and helps us keep track of all applicants efficiently!
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 with customers in the past, whether through phone calls or written correspondence. This will highlight your ability to build relationships and keep customers updated.
✨Demonstrate Resilience
The role can be challenging, so be prepared to discuss how you've handled pressure in previous jobs. Share specific instances where you maintained focus and resilience while managing a heavy caseload or tight deadlines. This will show that you can thrive in a target-driven environment.
✨Think Outside the Box
During the interview, be ready to discuss how you would approach complex complaints. Highlight your ability to think creatively while adhering to company policies. This will demonstrate your capacity to find suitable solutions for both the customer and the company, which is crucial for success in this role.
