Complaints Customer Manager

At
South West Water
we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #Just Add Water .

We currently have an opportunity available for a Complaints Customer Managerin our Complaints Resolution Team working in Exeter
. This is a full time permanent position where you will receive a competitive salary of £28,171 per annum plus a range of company benefits.

In this exciting role, you will be working in a fast paced, challenging and rewarding environment using your knowledge to case manage customer complaints while using your initiative to find an effective resolution. As part of this role, you will be using your investigation and communication skills to delve into queries raised by our customers and provide a comprehensive response to all written complaints within the agreed timescales that fall within our company DG targets.

• Follow the written complaint case management process and maximise telephone resolution opportunities and achieve first contact resolution wherever possible.
• Be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process.
• Handle customer requests for compensation in line with Company guidelines, ensuring that any payments agreed are in line with Company.
• Investigate potential GSS events and provide quality feedback to the rest of the business.
• Ensure that all the required complaint and reporting details are recorded correctly to enable accurate reporting by the Reporting Team.
• Act as an effective link in the communication chain, providing a high service to internal and external customers to meet their expectations.
• Develop and maintain team relations with other staff, Team Leaders and Managers.
• Ensure KPI's and SLA's are met and all work is recorded in accordance with agreed procedures.
• Identify opportunities to proactively contact our customers which will contribute to the Outbound strategy, increase customer satisfaction and reduce contact volumes received by Source measured through C-MeX.
• Demonstrate you are a strong team player by collaborating with your peers to promote positive relationships which deliver excellent results.
• Any other duties related to the general purpose or function of the department as required such as the coding and categorisation of written contacts.

• Good general level of education
• Understanding of customer satisfaction and business goals and objectives
• Excellent oral and written communication skills
• Demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations
• Excellent organisational, time management and problem-solving skills
• Able to work under pressure ensuring that strict timelines / deadlines are achieved
• Demonstrate interpersonal skills by building strong working relationships with team members and peers
• Evidence you are self-motivated with an aptitude to learn
• Demonstrate you have a ‘customer first’ attitude and are willing to take ownership for your team to adopt the same positive and professional approach
• A positive and enthusiastic approach to work and the challenges this job entails
• Demonstrate an approach that looks for solutions when faced with issues
• Be able to show empathy when faced with certain customer situations.

• We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the…