Complaints Case Manager

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.

Base location: Hybrid - Walnut Court - SN2 8BN.
Hours: 36 hours per week, Monday to Friday.

What you should bring to the role:
To thrive in this role, the essential criteria you’ll need are:

• 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.
• 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.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

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. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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. It’s also a great opportunity to learn more about our business and meet colleagues.

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.