Operations Customer Care Case Specialist
Permanent
Full time and Part time vacancies available
Salary – £24,836 rising to £31,045 (depending on experience)
Location – Pity Me, Durham
About the role
We’re currently looking for an Operations Customer Care Case Specialist to join our busy team in Northumbria House. You’ll be responsible for managing dissatisfied customers up to the first stage of our complaints process, receiving a mix of contacts from our customer contact centre and operational teams and written correspondence from customers.
You’ll ensure that every customer you deal with receives the highest level of service and satisfaction, providing a response that will inform and satisfy the customer’s query.
You must be organised and committed to fully resolving complaints within 2 working days. You’ll work alongside other areas of the business to investigate and resolve customer queries, building relationships and seeking the best outcome for all parties.
We’re a small welcoming team that currently follow a hybrid working pattern between 0800 & 1800.
What we will give you:
We will provide comprehensive training, which includes an 8-week period working in our contact centre. During this time, you will receive continuous support from our experienced team members, ensuring you understand the basics of the role and our business. We are committed to your success and will be with you every step of the way.
About you
You’ll have exceptional customer service and communication skills, both written and verbal. This is an essential part of this role as you will be managing customer contact by telephone, writing and face to face and willing to have brave conversations.
Excellent organisational skills are essential as well as the ability to identify and solve problems using a logical, objective and thorough approach.
You should be passionate about delivering unrivalled customer experience and put the customer at the heart of everything you do.
The successful candidate will have proven experience managing demanding workloads whilst working to challenging deadlines. Excellent IT skills, including the use of Microsoft packages, in particular word and excel, is also a requirement of this role.
About us
Here at NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply.
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
* Generous holiday entitlement starting at 23days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
* Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
* Free access to local attractions.
* A fantastic discount scheme, with savings on days out, shopping, travel and more.
* Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
* Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
* Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
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