What is the purpose of the role?
This is an excellent opportunity to work for the UK’s largest water and sewerage company, Thames Water. You will be responsible for managing the day to day dispatch activities for and managing workload for field teams to maximise productivity whilst achieving service delivery targets and further increase customer satisfaction.
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.
What will this role involve?
This role requires a high level of coordination skills, managing multiple tasks and systems at one time.
Your day to day duties will include:
Managing incoming calls and emergencies from the contact centre, providing excellent service to the field teams.
Coordinate efficiently with various delivery teams by providing assistance or requesting resources, in order to reduce wait time and delays.
Maximise productivity and minimise white space by proactively adding jobs from the backlog, and maximising scheduling capabilities.
Ability to actively manage the field teams, and ensure the productivity and escalation of blockers.
Validate jobs within the agreed target times and identify duplicates, linking up customers when required.
Identify opportunities and strategies to improve business efficiency and communicate these initiatives to a manager.
Liaise and communicate with customers on the risk of failures within SLA’s and manage the reactive customer call backs as well as escalations for unsatisfied customers.
Manage the health and safety of our engineers out in the field.
Support the other colleagues during periods of lunch and out of hours.
What are we looking for?
Good communication and coordination skills as well as the ability to work well independently are essential to this role, along with working efficiently within a small team. You ideally will have worked in a role with multiple conflicting priorities, and will possess the ability to remain clam under pressure. 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 this position. 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 salary on offer for this role is £20,000 and is based from our Kemble Court site in Reading. This role will expect you to work shift patterns which will be made up of 12 hours working patterns of days and nights. 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. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. 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 26/03/2018.