Customer Care Analyst

Integrated Metering Alliance (IMA) is part of Anglian Water’s Embedded Alliance. IMA provides new and replacement meters, water‑saving initiatives and develops new ways to better service our customers. This area has a range of roles from operational frontline work to project management, data analysis and more.

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.

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, ensuring processes are adhered to, completing right‑first‑time and minimising rework and return visits. It will take a key role in ensuring IMA achieves our ODI obligations with a prime focus on CMEX & RMEX.

The role requires strong organisational and analytical skills for effective and efficient resolution of verbal and written complaints. You will need a customer‑centric attitude and a passion for customer service delivery, as well as the ability to report on complaint volumes and trends to support continuous improvement.

You will be an expert in the use of SAP, enhancing processes and procedures and embodying our "Make Today Great" values to deliver a first‑class service to internal and external customers and meet our CMeX and RMeX targets.

Key Responsibilities:

• Keep customers informed at the appropriate time and within customers’ expectations.
• Manage customer contact through verbal and written form and respond within the required levels of service.
• Ensure SAP job operations & associated file maintenance are completed within the required level of service and to the customer’s satisfaction.
• Actively promote 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 manage your own time.

Why Anglian Water?

Alongside our great benefits you will be part of a supportive team based in Huntingdon providing 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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