Complaints Case Manager

Affinity Water are looking for a Complaint Case Manager to deliver an outstanding customer experience. You’ll be the first point of contact for dissatisfied customers, taking ownership of complaints, investigating issues, and turning concerns into positive outcomes. This role combines problem-solving and communication skills to resolve issues, restore satisfaction, and help improve our overall service. We’re looking for someone customer-focused, enthusiastic, and motivated, with a can-do attitude and a drive for continuous improvement.

What you’ll be doing

• Take ownership of customer complaints from start to finish.
• Investigate issues thoroughly and agree resolutions directly with customers.
• Ensure all follow-up is completed on time and accurately recorded.
• Work closely with teams across the business, including the contact centre and operations, to provide feedback and prevent repeat complaints.
• Record and report complaint data, identifying trends and opportunities for service improvement.
• Ensure all complaints are handled professionally, in line with policies, GDPR, and legal requirements.
• Act as a strong advocate for customers, making sure their concerns are taken seriously and resolved fairly

You’ll need to be:

• Experienced in handling complaints or customer enquiries.
• Calm and professional under pressure, even in challenging or emotive situations.
• A strong problem-solver with excellent attention to detail.
• Confident in communicating with both customers and colleagues, adapting your style as needed.
• Able to work collaboratively across teams and with senior management.
• Knowledgeable about data protection, GDPR, and regulatory frameworks (OFWAT, CCW)
• Customer-focused, resilient, adaptable, and motivated with a positive, can-do attitude.
• Regulatory Compliance-minded to able to stay up-to-date with relevant laws to ensure complaints are handled correctly and the company is protected.

Key skills and competencies

• Exceptional organisational skills, with the ability to plan, prioritise, and manage multiple cases effectively.
• Strong influencing and relationship-building skills.
• Committed to delivering excellent customer experiences, turning complaints into opportunities to improve service and build loyalty.
• Ability to analyse information, spot trends, and contribute ideas for service improvements.

Advert Close Date - 24/02/26

Benefits:

• Salary: £30,000 (salary dependant on skills and experience)
• Hours: 08:00am - 17:00pm (Mon - Thurs) 08:00am - 16:30pm (Friday)
• 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.

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.