What is the purpose of the role?
We currently have a number of opportunities for Schedulers, Despatchers and Customer Assurance Co-ordinators. Do you want to be a part of a company that provides an essential service to our 14.4million customers? Do you pride yourself in being able to make a real difference to deliver excellent customer service? This is an excellent opportunity to work for the UK’s largest water and sewerage company, Thames Water.
What makes this role unique?
This is a great opportunity to join a highly motivated and fast-paced team within Thames Water to provide a first class service to our customers, provide guidance and leadership to field members, promoting customer excellence as well as working alongside a variety of different internal stakeholders. You will be working in one of the very few roles in the business where you have a real opportunity to influence the outcome of our customer’s journey and take ownership of customer experience.
What will this role involve?
These roles requires a high level of co-ordination skills, managing multiple tasks and systems at one time. Your day to day duties will include:
Quality checking and validating new work raised to ensure we follow “right first time”.
Interact with all of your customers in a timely, professional, efficient and polite manner.
Interact and communicate with colleagues across a range of departments to ensure that work is being carried out and updates can be shared with your customers.
Prioritising work, based on different priorities and SLAs for internal and external customers.
Maximise productivity of our field resources to ensure they are fully utilised in their working day and reducing travel time.
Managing difficult situations where customers may be impacted by poor service.
Handle reactive customer contact, ensuring signposting and empathy is used at all times.
Identify opportunities and strategies to improve business efficiency and communicate these initiatives to a manager.
Resolve blockers and complex issues that may prevent a customer issue or journey being resolved.
What are we looking for?
Are you looking for a position where you can make a difference? Are you passionate about customer service? Are you a great team player who is looking to join an exceptional team? If so, these roles could be ideal for you… Strong and clear communication and coordination skills as well as the ability to work well independently are essential to this role, along with working efficiently within the wider service management centre team. You ideally will have worked in a role with multiple conflicting priorities, and will possess the ability to remain clam under pressure. Use logical thinking to find answers to problems and articulate a message clearly. You must be self-motivated, resilient and outgoing in order to succeed in this type of role. Customer service and customer management skills would also be highly advantageous for these positions. This role would suit someone with a confident personality who possesses the capability to challenge and be assertive where necessary, as well as the ability to multitask efficiently. If you have previous experience of working in a logistics, construction or water industry, this would be highly advantageous, however not essential. You will ideally hold some technical experience using systems such as Microsoft packages, SAP and CRM however this is not essential.
Thames Water information and salary details
The starting salary on offer for the roles is up to £20,000. The roles are based across Reading and Kidlington. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 21/03/2019.