About this role:
This is a fascinating opportunity, forming part of the High-Level Team who handle written and telephone contacts from a range of customers, but primarily The Consumer Council for Water who are an advocate for our customers who have a complaint.
As a Senior Case Manager, you will be responsible for owning our customer’s issues from the start, right through to resolution.
You’ll manage your own workload whilst working under pressure, progressing and escalating work until it’s completed within our business and regulatory timeframes.
You’ll build a caseload of customers that you’ll own and are accountable for, giving you great job satisfaction when you’re able to resolve the issue.
You’ll often be faced with differing opinions from the business about how to resolve a complaint. You’ll need to negotiate with a wide range of stakeholders within the business to achieve the right outcome for the customer.
This may involve escalating to senior stakeholders to challenge decisions which you believe are wrong.
This is a unique opportunity to further develop your customer service skills with prestigious external customers, taking complete ownership of a customer’s journey.
Thames Water is a place where you can grow your career – the training you’re given when you start will give you a fantastic grounding to develop your future career in customer service or move in to one of our other many support functions. The range of opportunities is huge.
Key Accountabilities:
- Excellent telephone manner and the ability to write in Thames’ own style, with superb attention to detail.
- Liaise with a wide range of stakeholders internally and externally.
- Negotiating with customers to achieve an outcome that satisfies their complaint.
- Negotiating with stakeholders within the business, to agree outcomes they sign up to.
- Display full ownership of a customer journey from point of contact to point of resolution.
- Control the customer journey, making it a positive one, and being accountable at all points.
- Awareness of financial implications linked to customer outcomes.
- Balance customer satisfaction with cost to the business.
- Confident ability to make decision using large volumes of technical/complex information.
- Drawing relevant information out and making sound decisions that meet customer and business expectations.
- Meet tight timescales and deadlines, which are in place to drive customer satisfaction and reduce repeat customer contacts.
To be successful you will have the following skills and experience:
- We are seeking someone who has excellent organisation and prioritisation skills within a customer centric environment.
- You will have exceptional verbal and written communication skills, with the ability to create professional communications to suit senior leadership preferences.
- You will have negotiation skills so you will be able to communicate with both internal and external senior stakeholders to resolve complaints involving claims, sometimes for significant sums.
- Fundamentally, you must be motivated with a positive approach and a passion to get it right first time for the customer.
- If you have an understanding of internal Thames Water systems, this would be advantageous however you must be IT literate with the ability to learn new software quickly.
- A strong preference for drinking tap water over bottled and commitment to not flush wet wipes down the toilet would also help your chances!
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to view our full list of Rewards and Benefits
About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.
As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.
We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.
Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.