Customer Resolution Officer (Fixed Term Contract 18 Months)

What you’ll be responsible for

Wastewater Customer Resolution Officer

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.
• 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 Welsh Water IT systems and processes.
• Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure Welsh Water 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

• Wastewater Networks Team
• Developer Services
• OCC
• Welsh Water Senior Staff
• Welsh Water Chain

External

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

About you

Knowledge, Skills & Experience

• High level of customer service skills, to use experience to support the operational business in the delivery of excellent customer service in all situations.
• Experience gained through thorough understanding of Wastewater service delivery and highly competent in terms of Wastewater Operations would be preferred.
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
• Organised and able to work under pressure, whilst maintaining attention to detail
• The ability and resilience to work to defined deadlines and prioritise workload in a fast paced environment.

Good to know

Date/s: Interviews to be held within 7-10 days of job advert closing.

Times: AM & PM slots will be provided. 

All interviews will be in-person at Linea, Cardiff. No virtual slots will be offered. 

For an informal discussion about this role, please contact: Aimee.James@dwrcymru.com

Important Information

-    6 weeks training at our Linea, Cardiff office. 

-    Once training has been completed, employees can work from home 2 days a week and then 3 days a week in an office (Cardiff or Carmarthen). 

-    Standby : Mon- Thurs, then Friday- Sun on a separate week (paid in addition to annual salary)

-    7 weeks rolling rota with a mixture of 7am- 3.30pm, 8am-4.30pm, 9am-5pm & 11am-7pm shifts. 

2 Weekends (out of 7) on shift (with paid uplifts in addition to annual salary):
-    1 Saturday working 7am-3.30pm
-    1 Sunday working 7am-3.30pm
-    1 Saturday working 11am-9pm
-    1 Sunday working 11am-9pm

-    There may be a requirement to work a 3rd weekend when on standby (which would mean 3 weekends out of 7 are worked)

-    Opportunities for overtime. 
 

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.

INDMP