About the role:
The purpose of this role is to provide support and aid the field-based Customer Manager to ensure the best level of service is provided to our customers. You will be required to provide precise and accurate information to support positive and correct resolution to our customers. You will be a support for customers who have been dissatisfied with service. Please note this role is a 12 month fixed term contract. Day to day responsibilities will include:
- Be the first point of contact/escalation for operational and customer relations teams to manage customer/stakeholder queries and issues, through to resolution.
- Be responsible for managing the trackers for open complaints for the region, ensuring the right information is provided in a timely manner to the relevant Customer Team
- Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of their progress
- Owning the oldest and most complex complaints in the region and working with all teams involved to drive these to resolution
- Be frontline response for customers, during high level events or large projects in the region – out on the ground as first responder, then feeding back lessons learnt to business and senior management.
- Case manage Customers or Stakeholders that have not yet complained, in difficult or high visibility cases.
- Understanding any Customer Learning form complaints or incidents and linking into Customer Improvement plans
- Completing customer Advocacy Audits and training
To be successful you will have the following skills and experience:
- A customer advocate with passion and determination to improve customer experience
- A good communicator who can work collaboratively with many different teams and colleagues across the company
- Can do attitude and forward thinker who is able to challenge the status quo
- Excellent written and verbal communications skills with a customer focus.
- You will have experience of engagement with customers
- Have strong interpersonal and influencing skills.
- The ability to manage your own workload, prioritise tasks and decide on suitable action to resolve the issue is a must.
- This role requires flexibility in working area, some travel to the regional offices will be required regardless of base location
- A full clean UK driver’s licence is essential, as is use of a car for business purposes.
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 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 including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company.
We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.
Click here to find out more about working at Thames Water
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.