Complaints Advisor

Job title Complaints Advisor  Division Asset Operations & Capital Delivery Location Hybrid - Kemble Court - RG2 6AD
, Hybrid - Walnut Court - SN2 8BN
Contract type Permanent Full/Part-time Full-time Salary This role will be paid from £26,000 to £28,500 per annum depending on skills and experience Job grade A Closing date 18/03/2026

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.

• 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

• 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

• 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)

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.

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…