Base

Closing Date

South East Hub

23:59 on 01/05/2024

What you’ll be responsible for

As a Customer Resolution Officer you will:

•    Take ownership of effective customer communication both internal and external at all times throughout the customer journey, ensuring full compliance with Service Level Agreements and regulatory requirements.
•    Be named point of contact and manage case load activity to ensure the customer has no reason to chase and have cause to complain due to lack of communication.
•    Be responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to our Service Level Agreements (SLAs) and regulatory requirements, including TMA.
•    Be responsible for scheduling both planned maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress. Any risk of failing to meet customer expectations to be escalated immediately.
•    Be responsible for actively monitoring incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner.
•    Manage field operations resource efficiently, producing an effective schedule of work, minimising on travel / sleep-time requirements and overtime by use of DCWW IT systems and processes.
•    Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure DCWW meets its performance targets.
•    Ensure all customer incidents within remit to technically complete, are contacted to ensure full resolution of incident prior to closure.

Who you’ll work with

Internal

• DCWW Senior Staff
   

External

• Customers
• Local Authorities – Councillors/ AMs/ MPs
• Other Customer Stakeholder groups e.g. Consumer Council for Water (CCW) and Ofwat
• External Training providers

About you

Knowledge, Skills & Experience

• Experience gained through thorough understanding  of  Water  services delivery and highly competent in terms of Water Services Operations.
• Knowledge of the operational business with the ability to ensure excellent customer service in all situations.
• A proven track record in providing excellent customer service.
• The ability to work to defined deadlines and prioritise workload in order to meet those deadlines.
• Good IT Skills

Good to know

12 month secondment / fixed contract opportunity

• Office Based (some elements of other/ remote working)
• A minimum of three days in the office per week.
• Required to take part in a standby rota
• 7 week rota – Shifts between 7am – 7pm

For any further information about this role please contact Terriann  - Terriann.Price@dwrcymru.com

Benefits

As well as a market competitive salary, 33 days  annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions – Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• Health CashBack scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.

Who we are

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.