Complaints and Resolution Handler

We're looking for a Complaints Resolution Advisor to join our Complaints & Resolution team on a 18 month FTC in either our Hatfield or Folkestone office. Reporting to the Complaints & Resolution Team Leader, you'll be the first point of escalation when our Contact Centre colleagues are unable to resolve a customer's concerns. You'll take ownership of complaints, understand what matters to the customer, investigate issues and work with teams across Affinity Water to find a fair and effective resolution - ideally within 24 hours. You'll also help us identify recurring issues and customer trends, using feedback to improve our services and reduce repeat complaints. What you'll be doing

• Handle customer escalations and take ownership of complaints through to resolution.
• Speak with customers to understand their concerns and agree appropriate solutions.
• Investigate issues and work with colleagues across the business to resolve them.
• Aim to resolve complaints within 24 hours and ensure customers receive timely updates.
• Accurately record complaint information, actions and outcomes.
• Identify trends and recurring issues and share feedback to help improve our service.
• Support inbox management, trackers and other team administration.
• Follow relevant policies, GDPR requirements and regulatory expectations.
  
  We're looking for someone who is customer-focused, resilient and solution-oriented, with the confidence to handle challenging conversations.
You'll have:
• Experience handling customer enquiries and/or complaints.
• Excellent communication and interpersonal skills.
• Strong problem-solving and influencing skills.
• The ability to remain calm and empathetic when dealing with difficult situations.
• Excellent organisation and attention to detail.
• The ability to work under pressure, prioritise workloads and meet deadlines.
• Strong administrative and IT skills, including Microsoft Word and Excel.
• A genuine commitment to delivering a great customer experience.
  
  Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.


• Flexible working hours between 8:00am and 6:00pm, Monday to Friday
• You will also be required to join a weekly rota covering the 9:30am-6:00pm late shift, Salary £28,000 dependant on skills and experience
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
• A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets through our Tap4Perks scheme
• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.