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Customer Continuous Improvement Support - Kidlingto

Eingestellt von Thames Water Utilities Limited

Gesuchte Skills: Support, Network

Projektbeschreibung

What is the purpose of the role?In this role you would be required to support and aid field based customer continuous improvement manager to ensure the best level of service is provided to our customers. You will be providing, precise and accurate information to support positive and correct resolutions for our customers.What makes this role unique?This is a pivotal role in the business as the post holder will be required to support the customers who have been dissatisfied with service or who are experiencing disruptions. This role will have a direct impact on the customer satisfaction scores for Thames Water hence it is essential that the post holder has excellent stakeholder management skills.What will this role involve?This role will involve: Acting as the support for dissatisfied or disrupted customers. Pro-actively calling customer following - Feedback survey results where appropriate, recommended actions for continuous improvement. Proactively identifying customers who require attendance to provide additional Thames representation. Liaising with customers who have an ongoing complaint. Acting as a customer liaison during events ensuring that our customers needs are met as appropriate. Ensuring local field services trackers are updated in a timely manner.Liaising with internal customer services contacts in the Operations Call Centre & Insights & Resolutions team. Technically supporting the local management, supervisors & field staff where appropriate.What are we looking for?The ideal candidate will possess outstanding customer service and communication skills and the ability to learn quickly and build knowledge of company processes and policies. Since this role will directly be dealing with dissatisfied customers, it is key that you have the ability to be flexible and positive to ever changing customer needs. We are looking for someone with the aptitude to work quickly and under pressure to meet demanding targets. You will have great attention to detail ensuring all work is correct and compliant as well as good organisation skills. It is desirable if you have knowledge of water network operational processes. There will be occasional travel required in region including Reading.Thames Water information and salary detailsThis role is based at our Kidlington Depot. We are offering a salary of between £20,000 and £24,000, depending on experience. Please note, this is a 6 month fixed term contract.Why Thames Water? Thames Water is the UKs biggest water and sewerage company. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley.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. Thames Water values its staff as number one. The enormous scale of our work means we have to recruit and develop only the most talented candidates. Are you up to the challenge? Closing Date: The closing date for applications is 28/11/2014.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Thames Water Utilities Limited