Specialist Customer Service Agent - First Contact Resolution
About the role:
To work as a specialist agent, utilising their experience and extensive knowledge to be a key point of contact and support for the team. This includes managing escalated calls to enable the team to provide excellent customer service and first-time resolution. As the FCR agent role is not just phone-based, our Specialist Agents also require an excellent understanding of how to process Service Tickets in C4C.
Responsible for driving improved team performance through working independently and collaborating with key stakeholders such as planning, training, team managers and the CSAs.
Uses best practice to work in partnership with our customers and achieve resolution in line with Thames Water standards.
Act as a coach to colleagues, providing relevant observations, ideas and practices. Recognised as a role model in respect of our TW values and behaviours.
Responsibilities will include:
- Keep up to date with communications relevant to the department
- Ensure compliance with all relevant policies and procedures, both as an individual and for team members
- Perform quality monitoring and deliver effective feedback with team members in line with defined processes to drive improved performance
- Drive a great customer experience with every interaction
- Act as a change agent; identify opportunities for improvement, feeding in through appropriate channels to drive continuous improvement
- Support Team Manager to communicate and embed business changes, technical knowledge and process improvements
- Collaborate with Quality & Compliance, Training and other key stakeholders to identify and share areas of improvement across the team
- Able to articulate how the team's performance contributes to the overall performance of the First Contact Resolution Team
- Understanding of how the team's performance contributes to the Thames Water Vision to exceed our customers' expectations
- Communicate clear and consistent messages on process and compliance, share best practice within a team
- Coach, develop and provide feedback for other team members to drive high performance and deliver an excellent customer experience
- Support Team Manager in the delivery of daily huddles, collating relevant Management Information and presenting a clear understanding of team performance/improvement areas
- Work with team manager to develop own skills in delivering high-quality customer service
- Accountable for personal and professional development; maintain and enhance technical knowledge, skills and mindset to keep up with the pace of change
- Support the Team Manager with HR processes when the need arises
- Assist with managing the team against schedule adherence, identifying behavioural issues and providing relevant feedback to the Team Manager/agent when appropriate
- Manage low CSAT calls to improve the overall customer experience
To be successful you will have the following skills and experience:
- In-depth working knowledge of the FCR processes and systems & how to use them to effectively resolve customer queries
- Great time management skills along with knowing how to prioritise things
- Recognised as an expert on all technical processes; leveraging this expertise as the first point of contact for agent queries
- Manage risk and escalates complex customer queries to the Team Manager in cases where the issue is beyond their span of influence/control
- Know when and how to escalate/transfer and ensures this process is conducted smoothly
- Lead by example by being a role model and motivator to the team, be the go-to person for the team especially in the absence of the Team Manager
What's in it for you?
Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with the 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 of 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 poo 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.