We are looking to recruit x2 enthusiastic, resourceful, and motivated Customer Case Managers to join our escalation team.

You will be responsible for managing and solving our customers’ issues which could not be resolved on first contact. Taking ownership, proactively investigating and understanding our customers concerns to turn around a complaint to bring satisfaction and resolution.

As a Customer Case Manager your role will include...

• To proactively assist colleagues in the resolution of complaints across directorates, to ensure complaints are resolved efficiently and effectively and to reduce the need of complaints being escalated.
• Identifying opportunities/solutions to provide a resolution to the complaint.
  
• Build effective relationships with customers and keep them informed on progress of their complaint/enquiry to assist in the resolution of formal or informal complaints and to ensure customer confidence in the complaints process is maintained.
  
• To contribute to performance reports and promote learning from complaints and enquiries to facilitate continuous service improvements.
  
• Support the Customer Relations Manager with Route Cause Analysis and data Reporting within the Customer Relations Team.

Skills and experience you’ll need to have:

• Great interpersonal skills – you will be able to demonstrate delivering an experience that matters, handling with confidence customer expectations to turn around a complaint.
• 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.

Benefits

• Salary £29,025
  
• Company Performance Bonus
• SMART Pension Scheme
• 24 days per year annual leave

Above all, 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.

Thirsty for more info?

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.

Don’t forget to look at all the good work that we do at Affinity Water through our social media channels. You too can help shape our successful save water campaigns and make sure that there is enough water for the future. https://www.affinitywater.co.uk/saveourstreams/tips

Tell us how you would be a great fit for this role by following our quick and simple application process and we will respond back to you within one week

Water Saving Tips

https://www.affinitywater.co.uk/saveourstreams/tips

Tell us how you would be a great fit for this role by following our quick and simple application process and we will respond back to you shortly after the deadline.

Save water with our top water saving tips and tricks

Save money too, 17% of energy bills go on heating water – so even if you’re not on a water meter you will save money by saving water.