Job Description

This role is an essential role within Affinity Water to deliver an outstanding customer experience in the handling and processing of complaints at all stages.


This position involves a careful balance of communication and problem-solving skills, as the individual is tasked with addressing and resolving issues in a manner that maintains or restores customer satisfaction. Beyond merely handling complaints, this role contributes to the improvement of overall service and experience ensuring strong outcomes are achieved. Reporting to the Complaints & Resolution Team Leader this role is the first point of contact for dissatisfied customers, you will own, investigate, and understand our customers concerns to turn around a complaint to bring satisfaction and resolution. You will need to be customer centric, enthusiastic, resourceful, and motivated with a can-do attitude and a drive for continuous improvement.

Complaint Handling and Resolution:

You will work with contact centre, operations and other relevant stakeholders to feedback corrective actions and training that may be required by individuals to mitigate repeat complaints. Ensure all written cases are contacted same day to understand resolution sought by customer. Act as a first point of escalation from the Contact Centre when the advisor is unable to find a satisfactory resolution for the customer. You will speak with the customer to understand the resolution the customer is looking for and will own this customer for 24 hours to find a suitable resolution. Accurate reporting of Complaint NFA is essential to this role and you are targeted to reduce stage 1 complaints by agreeing a resolution within 24 hours. If you're unable to resolve within the first 24 hours you will escalate to Stage 1 complaint and own this customer and the journey. Ensure all customers are called back within 24 hours if unable to resolve at first point of contact.

Data Analysis and Reporting:

Use the correct tools to accurately record complaint causes and action taken Feedback data to identify trends, recurring issues, and areas for improvement. Meet key performance indicators, related to complaints handling, including resolution time, customer satisfaction levels and complaint escalation rates.

Customer Advocacy:

Advocating for customers' rights and interests is crucial. This role ensures that customers' concerns are taken seriously and resolved fairly. You may also collaborate with other areas to address systemic issues. Develop and maintain strong relationships with customers to ensure their feedback is valued and used to drive continuous improvement.

Person specification

Experience of data protection and GDPR Compliance. You will be able to demonstrate adaptability to understand our different customer needs. Ability to diffuse difficult situations and be sensitive to the needs of customers. Experience of handling customer enquiries and/or complaints. Resilience, maintain a positive attitude, bounce back from challenging interactions. Great interpersonal skills - you will be able to demonstrate delivering an experience that matters, handling with confidence customer expectations to turn around a complaint.

Full job description please email Hayley Savory - hayley.savory@affinitywater.co.uk

What We Offer:

Competitive salary based 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 days 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 and on Dental and Medical Insurance through our Tap4Perks scheme. Disability confident (if you need to apply through a different format, please contact the Talent Acquisition Partner for this role)

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.