At a Glance
- Tasks: Handle customer complaints and ensure satisfaction through effective investigations and resolutions.
- Company: Join Water Plus, the UK's largest water retailer for businesses.
- Benefits: Enjoy a competitive salary, 25 days leave, and free healthcare cashback.
- Other info: Flexible working options after probation and opportunities for personal development.
- Why this job: Make a real difference in customer experiences without evening or weekend shifts.
- Qualifications: Previous complaint handling experience and strong communication skills required.
The predicted salary is between 25000 - 25000 £ per year.
Customer Complaints Handler
Full Time / Permanent / £25,000 / Office Based / Stoke-on-Trent
Water Plus is the UK’s largest water retailer for business customers, currently with around 350,000 business customers. We are looking for experienced Customer Complaint Handlers to support our Resolutions Team. These are full time, permanent opportunities, based in Stoke (ST4 4TW), working an 8hr shift Monday to Friday between 8am and 5.30pm.
The start date for these roles is Monday 17th November 2025
What\'s the role?
You will professionally represent Water Plus, championing best practice in complaint handling, customer satisfaction and loyalty by carrying out full investigations, recognising root causes and resolving complaints within regulatory timeframes.
Responsibilities
- Identify complaints and conduct fair and impartial investigations in order to find a satisfactory resolution for each customer; adopting a ‘right first time’ approach.
- Proactively prioritise and manage own allocated workload; taking full ownership of each case until a satisfactory response is delivered.
- Ensure all incoming call enquiries are handled in an efficient, expedient and customer focused way, providing the customer with a professional service at all times.
- Ensure that a fair outcome is achieved for each customer assessing their individual circumstances.
- Communicate the resolution to the customer by telephone and in writing.
Hours & Working Patterns
#NOEVENINGS #NOWEEKENDS
37.5 hour working week - Monday to Friday ONLY.
You need to be able to work an 8hr shift between 8am and 5.30pm. You will be rota’d to start at 8am, 8.30am, 9am or 9.30am. Dependent upon your start time, your shift will finish either at 4pm, 4.30pm, 5pm or 5.30pm - no one works later than 5.30pm.
Once you have successfully completed your 6 month probationary period, you will have the option to work from home 1 day a week on a rota basis. No pressure though, you can continue working 5 days a week at the office if you prefer. Flexibility will be required to ensure the needs of the business are met.
Qualifications & Skills
- Previous complaint handling experience.
- Identify all causes of customer complaints and be proactive in investigating and resolving complaints as efficiently as possible.
- Strong attention to detail and the ability to analyse each complaint and make decisions with confidence, occasionally defusing difficult and emotional situations.
- Demonstrate excellent problem-solving skills and together with the ability to make sound commercial decisions.
- Weighing up the possible financial implications to Water Plus and the impact on customer goodwill and satisfaction.
- Excellent communication skills, including both telephone and letter writing skills.
- Demonstrate flexibility within the working environment.
- Organised and able to prioritise workload.
- Ability to influence and negotiate, with strong interpersonal skills.
- Positive can‑do attitude.
What do we have to offer you?
NO Evenings + NO Weekends.
A competitive salary of £25,000.
25 days annual leave (pro‑ratio if you join part way through our annual leave year). Plus never work your birthday – after all, it is YOUR day! Plus all Bank Holidays.
Our annual leave year runs from 1st April to 31st March, you will have the option to buy or sell up to 5 days holidays each February.
Free parking.
Free Healthcare cashback Plan (re‑claiming for spend on optical treatment or dental care and much more). You can also choose to pay to upgrade your membership to include your partner and children.
Pension scheme with employer contributions matched up to 6%; Life Assurance.
Confidential Employee Assistance Programme: we all need support at times, it might be financial guidance or just needing someone to talk to.
Access to discounts and offers from 350+ top brands.
Refer a friend scheme – if you know someone who will also be fab at customer service – or another role within Water Plus – tell us about them and you could earn a monetary reward.
Access to Water Plus Academy to develop personally and professionally, incl support with professional qualifications and study leave.
Star Awards employee recognition scheme – we celebrate our star performers every month, every quarter AND every year.
Please note: all offers are subject to a satisfactory basic DBS check.
What is a Water Retailer and who is Water Plus?
When parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer. Water Plus is a Water Retailer, and we went live in 2017 as a joint venture between United Utilities and Severn Trent and our customers range from small independent businesses to some of the biggest names in the UK.
A few years on, we are an award‑winning trusted water retail partner for around 350,000 non-domestic customers across England and Scotland. Amongst other accolades, we have recently won the UK Customer Satisfaction Award for Sustainable Customer Service for 2025, for our work with customers and employees – the second UK Customer Satisfaction Award we have won in two years.
Please note: We may close the advert at any time therefore, you are encouraged to apply as soon as you can. If you have any questions regarding your application, please email us at recruitment@water-plus.co.uk.
Customer Complaints Handler in Stoke-on-Trent employer: Water Plus
Water Plus is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a competitive salary of £25,000, generous annual leave, and the flexibility to work from home after your probation, we ensure our Customer Complaints Handlers enjoy a balanced work-life experience. Our commitment to employee recognition and development through the Water Plus Academy makes us a rewarding place to build a meaningful career in Stoke-on-Trent.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Handler in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Water Plus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Water Plus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Complaints Handler in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Water Plus:Your cover letter is your chance to shine! Tell us why you want to work at Water Plus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Water Plus!
How to prepare for a job interview at Water Plus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
