Customer Resolution Officer

What you’ll be responsible for

As a Customer Resolution Officer, you will: 

1. Take ownership of effective customer communication both internal and external at all times
2. Ensure full compliance with Service Level Agreements and regulatory requirements
3. 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
4. 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
5. 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
6. Be responsible for actively monitoring incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner
7. 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
8. Undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity. Appropriate escalation of “Investigate No Water’s” (INW’s) and water quality issues in line with procedure
9. 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
10. Use Operational Performance reports to classify and “TECO” open notifications in SAP, to support highest confidence rating in regulatory reporting
11. Identify  and  escalate  any  reactive  work  that  could  lead  to  wide  scale  customer  and environmental impact
12. Ensure all data collection is of high standard to satisfy internal and external audits Management of customer call backs through C4C Inbox for designated areas of the business Technical completion of orders where authorised
13. Complete “Final Call Back” calls to customers following completion of DCWW site activity in a timely and professional manner
14. Identify opportunities to improve performance and customer service delivery
15. Contribute to DCWW meeting our CMEX targets and maintain compliance with regulatory requirements

Who you’ll work with

Internal

• Welsh Water Senior Staff
• Water Regulations
• Vulnerability Team
• Billing
• OCC and BCC
• Private Leakage Team  
  
  

External

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

About you

Knowledge, Skills & Experience 

• Experience gained and thorough understanding of Water/Wastewater services delivery and competent in terms of Water Services Operations    
• A proven track record in providing excellent customer service    
• Enthusiastic about putting our customers first every day    
• Enthusiastic, self-motivated, have an eye for detail, and be able to demonstrate excellent  organisational skills    
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment    
• Knowledge of the operational business with the ability to ensure excellent customer service in all situations    
• High level of customer handling skills in order to use own experience in supporting the operational business in the delivery of excellent customer service    
• The ability to work to defined deadlines and prioritise workload in order to meet those deadlines 

Good to know

• This is a temporary 18 month secondment
• The successful candidate will be required to participate in a standby rota

For more information on the role please contact rebecca.parfitt@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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions – Up to 11% employer contributions
• Free Mortgage Brokering Services 
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website. 

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.

For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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.