Complaints Advisor

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.

Base location: Reading, Kemble Court RG2 6AD or Swindon, Walnut Court SN2 8BN.

Working hours : 36 hours a week, Monday to Friday.

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.

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 fast-tracked career opportunities, flexible working arrangements and excellent benefits.
Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, 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.

Our overarching aim is to ensure that Thames Water is a great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, 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.