Job Description

We are looking to appoint a customer service technician to provide face to face help and advice to our customers who have leaks on their pipework, to ensure leaks are repaired in a timely manner while delivering excellent customer service. This will include the administration of our clients right to enforce legal proceedings and water efficiency and demand management, encouraging the conscientious use of water with our customers, colleagues, and other organizations.

What you’ll be doing?

• Provide the help and guidance required to our customers to assist them in resolving leakage issues, working closely with the customer leakage team to provide any special assistance required
• Working within the legal enforcement processes you will also work closely with the relevant team ensuring everyday interactions incorporate water efficiency
• Assisting in the development of processes, methodologies, and strategies for engaging successfully with customers to promote and implement reductions in water use at the individual, community, and regional levels
• Monitoring the progress of resolving customer leak issues, using current reporting tools, and ensuring that information and data is captured accurately and consistently
• Managing the liaison with third parties, such as councils, housing associations and repair contractors
• Carry out any special investigations and reports, including providing information for customer services to respond to complaints relating to customer leakage issues within defined response times

Required Knowledge, Skills, and Abilities

• Strong written and verbal communication skills with the ability to adapt to suit your audience
• Experience gained in a customer service environment
• Able to work efficiently and accurately whilst meeting challenging deadlines
• Good working knowledge of MS office suite including Word, Excel, and Outlook
• Strong H&S awareness
• Flexible, adaptable approach with a can-do attitude
• Full UK driving license
• Flexible regarding working hours which will include participation in a standby rotation