Complaints Handler

The Complaints Team is a hardworking and lively environment which will equip you with skills that could take you anywhere across our business. You can expect to be part of a collegial and supportive team, with a strong emphasis on knowledge-sharing, continuous learning, mutual respect, and personal development. This is a post for someone with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of your own abilities and potential.

The successful applicant should be able to work to a fast pace and to fixed deadlines, to liaise with customers, wholesalers, staff, colleagues, and the regulator, and must demonstrate excellent written and problem-solving skills, along with strong communication and organisational abilities.

When we offer you a post, we will help and support you in your work, but be prepared to learn through doing the role as much as undergoing formal training. These posts are for applicants with confidence and initiative as well as the maturity required to take responsibility and make decisions and be confident of their own abilities and potential.

• Recording complaints on internal database ensuring information is correct and up to date
• Investigate and resolve complaints, responding to customers in line with company procedures and regulatory requirements
• Recommend remedial action by identifying root causes, trends and impacts of complaints
• Deliver fair and consistent outcomes for customers
• Manage workload effectively ensuring all cases are completed within set timescales
• Acquire and share knowledge and skills as part of your daily tasks.

• Previous experience working within an office environment, with a good understanding of Microsoft Office
• Experience in handling complaints is desirable, further training will be given
• Be comfortable working with numbers and calculations
• Ability to communicate confidently and clearly when explaining complex issues
• To be approachable and knowledgeable when communicating with colleagues and customers
• Develop an understanding of the legal and the regulatory framework in the water sector, with strong analytical skills and the ability to understand complex issues
• Attention to detail, with the capability to draft and prepare written documentation
• Exceptional organisational skills with the ability to prioritise workload
• Flourish in a high pressure, challenging and fast paced environment
• Work independently, but also demonstrate excellent team working skills