What is the purpose of the role?
Our Customer Relations team handle written and telephone contact from customers who have a complaint or enquiry. As a Case Manager, you are responsible for owning customer issues from beginning through to resolution. You will manage your own workload under pressure; ensuring work is completed within business and regulatory timeframes. You will build a caseload of customers that you own and are accountable for. On receipt of a customer contact, you will open a case and own that customer and their issue from then on. Initially, you will speak with your customer over the phone to gain a thorough understanding of the issue. Subsequently you will interrogate Thames Water systems and use your technical knowledge to decide on the next course of action.
What makes this role unique?
This is a unique opportunity for an experienced customer services agent. Taking complete ownership of a customer journey, dealing at executive level having excellent written and verbal communication, as well as the tenacity to get things done.
What will this role involve?
This role will involve: Recording all of your work with precision and detail using a CRM system. Collating and reporting information to the business which is reported to Ofwat in line with the company regulatory commitments. Having a deep understanding of various other side systems used by other areas of the business. Being faced with differing opinions from the business about how to resolve a complaint. Negotiating with a wide range of stakeholders within the business to achieve the right outcome for the customer. Escalating the Complaint to senior stakeholders to challenge decisions which you believe are wrong.
What are we looking for?
You will be the Customer Champion within Thames Water, ensuring we are doing the right thing while thinking outside of the box. You will have outstanding communication skills, with the ability to organise and communicate with senior Stakeholders both within and outside Thames Water. We are looking for someone who has excellent organisational and prioritisation skills, outstanding written skills, with the ability to create a professional letter in various styles to suit CEO and Director personal preferences. You will have negotiation skills so you will be able to communicate with both internal and external senior stakeholders to resolve complaints involving claims, sometimes for significant sums. As well as this you will have an understanding of the Operations & Revenue business as well as internal systems and processes. We are looking for someone who is IT literate, and can use MS Office, SAP CRM and other company software effectively, with the ability to learn new software quickly. The ideal candidate will have the ability to work under pressure to meet demanding targets and to be flexible and positive to ever changing customer and business needs.
Thames Water information and salary details
This role is based in Reading, Berkshire. We are offering a salary of £18,000 to £19,000 per annum depending on your experience. We have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.
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. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half NA 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 20th October 2016.