What is the purpose of the role?
Working collaboratively within an established and highly technical team, you will have an exposure to a wide variety of internal and external stakeholders and will predominantly be case managing a range of customers on the various stages of their applications. You will be working in a customer service centric role and must be confident communicating with customers over the phone. You will be responsible for answering customer enquiries via phone and email as well as acting in a proactive manner and with an enthusiastic approach to work.
What makes this role unique?
In this ever changing environment, the role is exciting yet challenging where you will manage a high volume workload and will communicate with customers on a daily basis. You will be working towards tight service level agreements, and will technically assess the effective delivery of sewer connection applications. During this process, you must ensure that our customer is at the heart of everything we do as well as ensuring our assets are fully protected. This is also an exciting time to join the Infrastructure Alliance (IA) contract which was formed in April 2015, comprising of an alliance between Thames Water, Kier, Clancy Docwra, Morrison Utility Services and J Murphy & Sons. This is a ground breaking time for the water industry and is an excellent time to join our team.
What will this role involve?
The Technical Advisor will:
Manage all calls, emails and enquiries, promptly and courteously, whilst providing a single point of contact.
Case managing customer applications, updating them on the different stages of their applications.
Technically assessing all types of sewer connections to ensure that no detriment is caused to Thames Water’s assets or the public sewerage system.
Prioritising work to ensure a good customer experience, being prepared to take decisions and being innovative in approach to improve customer satisfaction.
Taking corrective action when jobs are in jeopardy or failing to meet the customer agreed date or service requirements.
Maintaining and recording quality, accurate, up to date customer information on relevant systems.
What are we looking for?
To be considered for this role you will have gained experience within a customer service environment, dealing with your own caseloads and prioritising as required. Ideally you will have a qualification in civil engineering or have worked in the water industry, however this is not essential. You will be meticulous and possess strong attention to detail. It is fundamental that you have previously worked in a technical environment and must be confident communicating with colleagues across all levels of an organisation and with external customers. You have the ability to maintain and develop strong working relationships and be able to communicate technical information to a non-technical audience.
Thames Water information and salary details
This role is paying a salary of circa £26,350 depending on skills and experience and will be based from our head office, Clearwater Court, in Reading. 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 27/03/2018.