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 comp...