Customer Case Officer (12 Month Secondment)
Date: 28 Feb 2025
City: Caerphilly
Address: Caerphilly, Wales, GB, CF46 6LY
Job Requisition Number: 7375
Work Type: Temporary Customer Case Officer (12 Month FTC)
Job Function: Customer Services
Salary Range: £26,173.00-£29,738.00
Closing Date: 23:59 on 06/03/2025
Location: Nelson Depot/ Hybrid
What you’ll be responsible for
As a Customer Case Officer you will:
* Take local ownership for resolving all customer issues and for delivering excellent customer service within a geographic/business area.
* Assist the unit in contacting 100% of customers who have had dealings with DCWW within a geographic/business area with the aim of delivering sector-leading customer service.
* Identify all customers who have had to contact the OCC more than once for any work type and in partnership with the customer, take their problem through to a final resolution.
* Ensure both adequate and appropriate internal investigation and action takes place in all cases, including keeping the customer informed during the investigation and liaising with other internal departments, operating partners and contractors until a resolution is obtained.
* Maintain records of all communications with the customer, internal departments, operating partners and contractors, including timelines and actions taken.
* Carry out any relevant research as required and when requested by the Line Manager.
* Prepare daily, weekly, and monthly statistical reports as appropriate and agreed with the Line Manager.
Who you’ll work with
Internal:
* OCC
* All other Distribution Areas
* Other internal departments
* R&M contractor
External:
* DCWW Customers
* Local authorities and emergency planning groups
* Domestic and commercial customers
* DCCW
* Local Authorities
About you
Knowledge, Skills & Experience:
* A sound understanding of Microsoft software packages including but not limited to Excel, Word, Access along with the company’s internal SAP packages.
* The drive and ambition to provide a first-class service to our customers.
* Ability to deal with complaints in a professional and timely manner and to handle sometimes difficult situations in a friendly, professional manner, whilst striving for a speedy resolution.
* Excellent communication and interpersonal skills, both written and oral, to deal with internal and external parties in a professional manner, developing solutions and communicating these across the organisation as efficiently and effectively as possible.
* Well-developed analytical skills to clearly identify and define issues of concern to customers and to undertake the review and resolution of customer complaints/concerns to a high professional standard.
* Ability to make recommendations in relation to the resolution and future avoidance of customer complaints.
Good to know
Office-based role.
For further details contact Jamie Lee: jamielee.jones@dwrcymru.com
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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive).
* Option to buy additional annual leave up to 5 days per year.
* Enhanced employer pension contributions – Up to 11% employer contributions.
* Free Mortgage Brokering Services.
* Enhanced family-friendly policies.
* Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes.
* Gym and fitness discounts as well as high street shopping.
* Cycle to work scheme.
* Discount off all Welsh Water visitor attraction centres and gift shops.
* Car-leasing scheme and free on-site parking at all sites.
* Health CashBack scheme and access to an online GP service.
* An employee assistance programme for employees and their immediate family.
* Many more can be found here!
Whilst also working for a not-for-profit company that truly cares about earning the trust of customers every day, and about looking after our beautiful environment.
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
Due to the nature of the industry, we require satisfactory references, post-offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles, there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
Who we are
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT.
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