Complaints Associate

Are you passionate about delivering excellent customer service and resolving issues with empathy and efficiency? Thames Water is looking for a Complaints Associate to be the voice of our customers and the champion of resolution.

What you will be doing as Complaints Associate: You will be the first point of contact for written complaints and enquiries. Owning and resolving cases through skilled negotiation and stakeholder engagement. Communicating clearly and effectively with retailers and internal teams. You will deliver high-quality written responses that prevent repeat complaints and maintain detailed case notes and ensure timely resolution within SLAs. Supporting the delivery of key projects within the Wholesale Market Services team.

Key Responsibilities:

• Manage a challenging caseload with professionalism and care.
• Liaise across departments and escalate issues where needed.
• Balance customer satisfaction with business impact.
• Make informed decisions using complex technical information.
• Build strong relationships across the business and with external partners.
• Supporting the delivery of key projects.

What you should bring to the role:

To thrive in this role, the essential criteria you’ll need are:

• Exceptional written and verbal communication skills.
• Strong problem-solving and negotiation abilities.
• Commercial awareness and stakeholder confidence.
• Resilience in a fast-paced, target-driven environment.
• IT literacy and adaptability to new systems.

Base Location: Hybrid - Clearwater Court - RG1 8DB

Hours 36 hours per week.

What’s in it for you?

• A competitive starting salary of £27,000 and up to £30,000 per annum, depending on skills and experience.
• 24 days of holiday, increasing to 28 days with service.
• Generous contributory pension scheme – up to 12% of company contribution.
• Access to Personal Medical Assessments and a wider benefits scheme, including a benefits hub with discounts and wellbeing resources.
• Opportunities to join Thames Water’s crisis support team, gaining valuable business insights while helping customers on the frontline.

Find out more about our benefits and perks

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.

Learn more about our purpose and values

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.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

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.