Jobs.co.uk
Complaints Advisor
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About The Role
Pertemps Thames Water seeks a Complaints Advisor in Reading, paying between £26,000 and £30,000 depending on experience. This full-time position involves investigating and resolving written customer complaints while maintaining clear communication throughout. Acting as the primary contact, you will collaborate with various internal departments to secure satisfactory resolutions. Strong organisational abilities and a friendly demeanour are essential for managing enquiries within set deadlines.
Both permanent and 12-month fixed-term contracts are available; please state your preference during interview. This role suits someone methodical who enjoys problem-solving and delivering excellent service.
We’re looking for a friendly and organised person to join our team as a Complaints Advisor. This is a busy and rewarding role where you’ll support customers by investigating and resolving written complaints and enquiries, while keeping them updated throughout the process. You’ll act as the customer’s main point of contact and work closely with teams across the business to help find the best possible outcomes.
Please note that both permanent and fixed-term contracts are available. The fixed-term contract/secondment opportunity is for 12 months. Please feel free to confirm your preference during the interview stage.
What You’ll Be Doing
As a Complaints Advisor, you will:
- Manage and resolve written customer complaints and enquiries within agreed timescales.
- Speak with customers to better understand their concerns and keeping them updated throughout the process.
- Take ownership of a varied caseload from start to finish.
- Work with teams across the business to investigate issues and agree on resolutions.
- Write clear and professional customer responses in line with company standards.
- Keep accurate records and notes of investigations and actions taken.
- Escalate issues where needed to support timely resolution.
- Deliver a positive customer experience and help to reduce repeat complaints.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Base Location
Hybrid – Kemble Court, Reading or Walnut Court - Swindon.
Working Hours
Monday to Friday, 8 am to 4 pm or 9 am to 5 pm (rotating shift pattern)
What You Should Bring To The Role
- Excellent customer service and communication skills, both written and verbal.
- Confidence handling difficult conversations in a calm and professional way.
- Strong organisational skills and the ability to manage multiple cases at once.
- Good problem-solving skills with the ability to take ownership of issues.
- Confidence-building relationships with different stakeholders across the business.
- Comfortable using IT systems and learning new software quickly.
What’s in it for you?
This role would suit someone who enjoys helping people, is naturally organised, and is confident working in a fast-paced environment.
- This role will be paid from £26,000 to £30,000 depending on skills and experience.
- Annual Leave - 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- Access to lots of benefits to help you take care of you 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.
Who are we?
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Working at Thames Water
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 meaningful career opportunities, flexible working arrangements and excellent benefits.
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 planet.
Why choose us?
We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.
When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.
Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location