Contract Type: Fixed-Term until 23/12/2025
About the Role
Are you an excellent communicator with a strong background in customer service? Do you thrive in a fast-paced, customer-focused environment? If so, this could be the perfect role for you!
As part of our team, you will be responsible for assessing, resolving, and responding to all Non-Household (NHH) enquiries while managing your own cases through to successful resolution within the required timeframe. Each service request is unique, and your role will be key in managing customer expectations and delivering first-class communication through multiple channels, including phone and email.
Key Responsibilities
1. Assess work requests from retailers, determining validity and the need for site inspections or system updates.
2. Plan and coordinate site visits/works with field technicians and third-party contractors.
3. Ensure timely case updates and completion of relevant data sets within SLAs.
4. Manage inbound and outbound communication with retailers to clarify requirements, request additional information, and resolve queries.
5. Provide regular updates to retailers on case progress, major actions, and scheduled work.
6. Support the Wholesale Service Desk Manager and Retailer Relationship Managers in resolving escalated issues.
About You
You are a proactive and personable professional with a passion for delivering outstanding customer service. You can confidently manage relationships across the business, collaborating to find creative solutions and bridging the gap between Southern Water and its customers.
Skills & Experience Required
1. Strong background in customer service, ideally in an inbound and outbound call-handling environment.
2. Excellent written and verbal communication skills.
3. Strong IT skills with proficiency in case management and scheduling tools (desirable but not essential).
4. High attention to detail, ensuring accuracy in all tasks.
5. Ability to work to targets, deadlines, and specific SLAs in a commercial environment.
6. Experience working in a data-driven environment (advantageous).
7. Familiarity with the water industry (desirable but not essential).
8. Adaptable to change and able to manage multiple job requests/case files efficiently.
This role requires a professional and commercially aware approach, operating in line with company policies, business procedures, and regulatory standards.
If you are a dedicated team player with a can-do attitude and the ability to deliver excellent customer experiences, we would love to hear from you! Apply today.
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