Customer Care Advisor (CRO)

What you’ll be responsible for

Working in this customer handling role, you will be part of a team responsible for providing an exceptional level of customer service, owning and recovering customers who have complex operational issues. You will manage these issues whilst supporting the achievement of regulatory, customer and performance related targets. 

• Being the named point of contact and managing case load activity to ensure the customer has no reason to chase or to make a complaint.
• Prioritising and scheduling work for customer service and for environmental incidents.  Escalating any reactive work with potentially high customer and environmental impact.
• Following operations’ attendance in response to customer contact and closing the loop ensuring issues have been fully resolved to avoid customer complaints.
• Developing strong working relationships with the operational teams.
• Updating information in various IT systems daily.
• Efficiently organising your own time, identifying opportunities to enhance performance and customer service delivery.
• Undertaking any other duties as required to meet the needs of the business.

Who you’ll work with

• Work closely with all Welsh Water business units to keep customers informed, improve customer experience and C-MeX / B-MeX
• Attend team meetings and huddles to share insights, lessons learned and updates.

About you

Experience

• Experience of providing good customer service
• Experience of working in a busy team with attention to detail

Knowledge & Skills

• Able to communicate well (both verbally and in writing), actively listen and respond appropriately to solve problems
• Knows how to seek the opinions and experiences of others to understand different approaches to problem solving
• Able to build and maintain good networks with internal and external contacts
• Able to work to tight deadlines, sometimes in difficult circumstances
• Able to use Microsoft software packages along with the company’s internal packages

Good to know

• You will need to participate in 7-day flexible working pattern of shifts between 7am-7pm. You will also be on a standby rota. These are subject to change and can be discussed in more detail at the interview stage 

• Interview dates will be between 2nd – 4th June

• Due to the changes with Trawsnewid, Customer Care Advisor's (CRO's) will now be based in the Customer Business Group - Customer Services supporting water enquries & complaints

• If you would like any further information on the role, please contact Emma.Young@dwrcymru.com

Benefits

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