Vacancy has expired
|Job Ref:||e20010554||Employer:||Thames Water||Industry:||
|Job Type:||Permanent||Country:||United Kingdom||County/State:||Berkshire||City:||Slough||Address:||Post Code:||SL1||Salary:||£30000 - £34000 per annum||Post Date:||05/10/2016 14:08|
What is the purpose of the role?
You will be working closely with the Engineers to investigate issues relating to the waste network, which have been raised by Customers. You will ensure we get it right first time for customers, reduce complaints and unwanted contacts, and drive up customer satisfaction. This role will have a particular emphasis on ensuring that the best solution is in place including recognising when alternative innovation and techniques might be applied.
Do you enjoy being customer focused? This role is at the heart of how we are portrayed to our customers and feeds into our culture of putting customers first. This is an interesting role where you can utilise all your technical skills to problem solve and allows you to be seen as an expert to your colleagues and wider business. In this role you will be prioritising and delivering work for our field teams as we strive to be the best in the industry. This role will be working in a challenging and changing environment where every day will be different. This is your chance to make a difference to the customer experience at Thames Water.
In this position you will be responsible for:
Prioritising and keeping on top of activities where an Engineer was not able to get hold of a specialist during our out of hour's period.
Being commercially aware when it comes to making judgements on what resources are needed for each job; weighing up the options between costs / man hours / customer experience.
Keeping customer informed at each stage, managing expectations.
Creating the best solution for customer issues e.g. encourage 'no dig solutions'.
Assessment of high value work (over 5k), following different process and making other teams / stakeholders / people aware of the works.
Understanding government regulations: Section 105a & Section 24 Understanding the root cause of customer issues and finding the best solution from a technical view by using mapping, CCTV surveys, history etc.
Speaking with anyone who needs technical advise e.g. escalation team / Field Operations Specialists / Network Engineer / Stakeholders.
Working closely alongside the field teams to diagnose problems.
Do you have drainage / waste network knowledge? To be successful you will have experience working in wastewater operations, possess strong customer and stakeholder management skills. We are looking for someone with the ability to problem solve and think outside of the box as well as have the ability to deliver against stretching targets. You will be computer literate, be comfortable working with corporate systems such as Vistec and have excellent verbal and written communication skills. You will be rota'd to work an 8 hour day between the hours of 6:30am and 10:30pm Monday to Friday, with either a Saturday or Sunday worked 1 in 4.
This role will be based at our Customer Solution Centre in Slough. We are offering a salary up to £34,000, depending on skills and experience. You will also receive a competitive salary, which includes pension, high-street discount, medical checks and child care vouchers. You will be rostered to work an 8 hour day between the hours of 6:30am and 10:30pm Monday to Friday, with either a Saturday or Sunday worked 1 in 4 (with a maximum of 26 weekend days in each calendar year). Where you have been scheduled to work a Saturday or Sunday, you will receive the equivalent time in lieu during the preceding calendar week. A payment of 5% will be made to individuals for working these patterns. The early/late payment applies due to the extended working day.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this.
To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months.
We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunities employer.
Closing Date: The closing date for applications is 19/10/2016.