Customer Resolution Officer

What you’ll be responsible for

Taking ownership of both internal and external customers throughout the customer journey through effective communication, ensuring full compliance with Service Level Agreements and regulatory requirements. This will include:

1    Being the 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
2    Prioritising and scheduling work for both customer service and environmental incidents to the available operational resources. Identify and escalate any reactive work that could lead to wide scale customer and environmental impact. Ensure resource is used efficiently to deliver against our Service Level Agreements (SLAs) and regulatory requirements, including TMA
3    To ensure continuity of workflow in a timely manner, actively review feedback, raising/releasing follow on tasks where required. Ensuring that the customer is always kept fully up to date on next steps
4    Following the field operative’s attendance in response to an issue being reported by our customers, contact customers to complete “Close the Loop” to ensure issues have been fully resolved and obtain the customers sentiment to resolve customer concerns early to support the reduction of avoidable complaints
5    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
6    Use Operational Performance reports to classify and “TECO” open notifications in SAP, to support highest confidence rating in regulatory reporting to include technical completion of orders where authorised
7    Ensure all data collection is of high standard to satisfy internal and external audits
8    Identify opportunities to enhance performance and customer service delivery to continually meet and exceed our C-Mex targets and maintain compliance with regulatory requirements
9    Be enthusiastic, self-motivated, have an eye for detail, and be able to demonstrate excellent organisational skills
10    Participate in a 7-day flexible working pattern to meet our customer’s requirements.  This working pattern will also incorporate a standby rota
11    Undertaking any other duties as required to meet the needs of the business.

Who you’ll work with

Internal

• Waste Water Networks Team
• Developer Services
• OCC
• DCWW Senior Staff
• DCWW Supply Chain

External

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

About you

• A proven track record in providing excellent customer service
• Full valid driving licence and the ability to travel as job requires
• Experience in use of SAP and C4C interfaces
• Experience of working within a very busy, dynamic working environment, maintaining high quality of work with attention to detail
• Enthusiastic about putting our customers first every day
• 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
• The ability to develop positive working relationships, both internal and external, and to be seen as a highly credible representative of the business
  
  

Good to know

• 6 weeks training which is based 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-7pm
  -    1 Sunday working 11am-7pm
• There may be a requirement to work a 3rd weekend when on standby (which would mean 3 weekends out of 7 are worked)
• Our department operates 365 days of the year, so you will be required to work some of the Bank Holidays (depending on your shift pattern). 
• Opportunities for overtime. 
  
  For an informal discussion about this role, please contact: Aimee.James@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.