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Location: Durrington (Worthing) - Office based
Contract Type: Permanent
Hours: 37 hours a week
Salary: Up to £30,000 per annum
About the Role
We are embarking on a new chapter for the Customer Leakage Team, tackling the exciting challenge in the water industry to make water go further. We are experiencing significant positive transformation and seek dynamic individuals to join us on this journey.
Are you ready to make a difference? If so, please read further!
We are looking to recruit 2x Customer Case Handlers to join our small but expanding Customer Leak Team. Your role will be to provide excellent customer experience by effectively and promptly managing all aspects of our customer leakage process. You will be part of a small, dynamic team helping customers repair leaks, focusing on their experience from start to finish.
Key Responsibilities
1. Accurately manage our database and keep track of cases, both new and ongoing.
2. Communicate with internal teams and customers to resolve leaks efficiently.
3. Manage enforcement-related processes to aid leak resolution.
4. Build and maintain positive relationships with stakeholders across departments and with external stakeholders and customers.
5. Prioritize jobs based on volume and runtime.
6. Provide weekly reports for team distribution.
7. Handle customer complaints and queries.
8. Arrange leak allowances for customers with resolved leaks.
Candidate Profile
To succeed in this role, you should have:
* Knowledge and understanding of customer-side leakage and waste notice processes.
* Familiarity with Waternet, SAP, Maximo, CSMS, Waterworx, Ellipse, and Microsoft programs is beneficial.
* Excellent customer service skills to guide customers through the Waste of Water Notice process.
* Strong organizational and confident communication skills, both verbal and written.
* A flexible mindset and problem-solving skills to tailor resolutions to individual customers.
* The ability to motivate yourself and work well within a team.
* Attention to detail and accuracy are essential.
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