Customer Care Analyst

Location: Huntingdon (Office based)

Contract: Permanent (Full-time, with flexibility for part-time)

Salary: Dependent on experience

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 Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.

IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.

If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.

What you will be doing as a Customer Care Analyst?

This role is fundamental to the success of IMA. It will play a critical role in the management of complaints for the delivery areas. It will ensure processes are adhered to complete right first time & minimise rework & return visits. It will take a key role in ensuring IMA achieves our ODI obligations with the prime focus being CMEX & RMEX.

The role will require strong organisational and analytical skills to enable effective and efficient resolution of verbal and written complaints. You will need to have customer-centric attitude and a passion for customer service delivery. There will be a need for reporting on complaint volumes and trends to ensure IMA has the data necessary for a continuous improvement approach.

You will be an expert in the use of SAP. You will enhance the process and procedures and embody our Make Today Great values to deliver a first class service to internal and external customers and ensure we deliver on our CMeX and RMeX targets.

Key Responsibilities:

• Keep customers informed at the appropriate time and in keeping within customers expectations
• Manage customer contact through verbal and written form and respond within the levels of service required by the business.
• Ensure SAP job operations & associated file maintenance are completed within level of service and to the customer’s satisfaction.
• Actively promote your own and Welfare, & Health & Safety to others. Identify and remove hazards and report as appropriate.

What skills and behaviours we need from you?

• Passionate about Customer Service
• Ability to work in a team or under own supervision when required
• Good communication and organisational skills
• Good attention to detail.
• Proven analytical and problem solving skills
• Must be accurate and able to proactively carry out own time management

Why Anglian Water?

Alongside our great benefits you will be part of a great team based in Huntingdon who will welcome you to their team and provide all the support and development you need.

• Bonus scheme
• Private health care
• Competitive pension scheme
• Up to 26 days annual leave rising with length of service
• Flexible benefits to support your wellbeing

Closing date: 12th January 2026

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