Customer Relations Team Member

Salary: dependent on experience and skills

• At Anglian Water, our values are that together, we will: Build trust, do the right thing, and we are always exploring.
• Who We Are? Integrated Maintenance, Repair and Development Services (IMRDS) is the team that maintains our water supply systems, handles emergencies like water bursts, and develops new ways to better serve our customers. Whether you're passionate about frontline operational work or playing a part in safeguarding one of the world’s finest drinking water systems, IMRDS offers dynamic opportunities for growth, development, and purpose-driven work.
• What Will You Be Doing as our Customer Relations Member As part of the Household Customer Service function, as a Customer Relations Team Member, you’ll use your individuality, passion, and flair to take ownership through to full resolution of all escalated enquiries and complaints across a wide range of topics. You will provide exceptional service to our customers across all channels — including telephone, written correspondence, social media, digital platforms, and CCW referrals. You will handle and investigate complaints and escalations end-to-end, ensuring fair, evidence-based outcomes that align with Anglian Water’s policies and regulatory requirements. You will collaborate closely with teams across the business to deliver exceptional experiences and identify themes or root causes driving customer dissatisfaction. As part of your role, you will contribute to identifying process improvements, complaint prevention opportunities, and customer service innovations. You’ll also maintain cross-team skills to support the wider Customer Service operation during peak workloads or service challenges. You will aim to get things right for our customers first time, every time, whilst putting them at the heart of everything you do. You will aim to be a true champion of and advocate for Anglian Water.
• This role will be a contractor/partner hire with Clancy.
• Key Responsibilities:
• Provide a leading personalised, trusted and effortless service to our customers
• Manage end-to-end investigation and resolution of complaints and escalations received through any channel, ensuring full ownership and clear communication with customers throughout
• Prepare bespoke comprehensive written responses that align with Anglian Water’s tone and regulatory expectations.
• Identify changing customer behaviours and trends, adapting and changing service delivery to optimise their experience
• Improve first time resolution rates of complaints, reducing unnecessary repeat contacts