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.

What we’re looking for

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.

Hours of work:

• Office based at either Hatfield or Folkestone

• 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

Benefits:

• 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.

Disability Confident

As a Disability Confident employer, we’re committed to offering interviews to disabled candidates who meet the essential criteria and opt in on the application form. Ask the Talent Acquisition lead for the full job description to see all the criteria. If we have a very high volume of applicants and we’re not able to offer interviews to all, we’ll take a fair and proportionate number of disabled candidates through.

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.