What is the purpose of the role?
Thames Water has the largest compulsory metering programme in the country. We are at an exciting time for the programme as we are approaching the first 2 year anniversary in May 2018. What this means for some customers is that they will be compulsory switched as they have reached the end of their 2 year journey on the programme - some of these customers will find themselves better off on the metered tariff, whereas some customers will be worse off. As a business we are planning to do some fantastic things to help our customers’ transition through this as smoothly as possible irrespective of their own individual circumstances. Our Specialist Customer Service Agents are there to support our customers through their compulsory metering journey at whatever stage they find themselves in.
What makes this role unique?
As a team we are responsible for a number of our own processes, therefore the need to work seamlessly is essential, after all our customers experience with us has to be as smooth as it can be all the time for them whilst they are on their metering journey. Above all we have to ensure that our customers are billed correctly of the time of their switch to a metered account. To do all this we use a variety of computer systems, all of which you will receive training on (if you do not know how to use them). We do also deal with our own written enquiries that we receive from our customers.
What will this role involve?
Answering incoming calls from our customers.
They call us for reasons such as requesting to switch to a metered tariff, discussing water usage, talking through their comparison letters they have received or it may even be that they simply do not want a meter installed.
There are various “back office” tasks that we do such as processing accounts to a metered tariff & completing the change of customer process for those that move in/out of the area.
Occasionally we have to investigate if there are potential leaks on customers’ supplies when there are indicators that the usage may be high.
What are we looking for?
Outstanding communication skills - including strong listening and effective questioning. The ability to work independently along with being able to identify any situation that requires escalating. Excellent customer service skills with a great attitude and a passion for helping customers. Good negotiation skills - to gain a successful outcome when dealing with other areas of the business as well as with our customers themselves. Strong problem solving skills - including taking ownership and having accountability. The resilience to work well under pressure in a target-driven environment. The ability to be flexible and adaptable to changing demands. Good understanding of commercial awareness. The ability to make correct decisions for query resolution. IT literate - with the ability to pick up new software quickly. Experience of using CIS, Merlin, BPMS, TW Metering, CRM and Impact 360 would be advantageous.
Thames Water information and salary details
This is role is matched to a Specialist Agent profile, and is offering a salary of £18,700. 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.
All of these roles report into a Team Manager within the Smart Metering Team based at Walnut Court, Swindon. The working hours are 36 per week, Monday to Saturday, between the hours of 8:00 am to 8:00 pm (on a rotating shift pattern) and on a Saturday between the hours of 8:00am to 6:00pm (on a rota basis). We would also consider applications for part time working.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 26/04/2018.