Customer Account Officer
As a Customer Account Officer, you will be responsible for the delivery of first-class customer service, ensuring that written customer billing enquiries are investigated, case-managed, fully resolved and responded to in accordance with NI Water billing policies and procedures.
You will be directly responsible for ensuring that the best outcome is reached for customers to ensure effective billing and collection. You are also directly responsible for driving performance towards achieving DG6 (KPI measuring company response to billing contacts received by post or electronically) and other regulated targets including Net Promoter Score, First Point of Contact Resolution and Unwanted Contacts, whilst complying with our Customer Promises and satisfying key stakeholders with the quality of response.
This essential role is intrinsically linked to NI Water’s vision:
“To grow value and trust by being world-class.”
Please refer to the Candidate Brief below for further details of role responsibilities.
Applicants MUST be able to demonstrate in their application and where necessary at interview:
Essential Criteria
1. A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent.
2. A minimum of 2 years’ experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts is the primary output.
3. Proven experience in case / account management and working to meet qualitative and quantitative performance targets.
4. Demonstrable experience of MS Office applications including MS Excel, Word and Outlook.
5. Proficient in the use of NI Water’s customer contact and billing system (RapidXtra) to review customer account history and identify and resolve billing issues or a similar CRM system.
Desirable Criteria
In the event of a large number of applications, in the first instance, candidates may be short-listed on the following desirable criteria:
1. Awareness of billing and collections processes and procedures and experience of working in a large-scale billing environment.
What is on Offer
Salary
This Band 6b role offers a competitive remuneration package with a salary scale of £28,441 to £34,761 per annum (pay award pending).
The starting salary will normally be at the first point of the scale. Salaries are reviewed annually effective 1st April.
Location
Westland, 40 Old Westland Road, Belfast, BT14 6TE.
What we Offer
* Generous annual leave and public/privilege holidays
* Flexible working and family friendly policies
* Hybrid Working (applicable to some of our roles after three months following onboarding and training)
* Occupational sick pay
* Employee assistance programmes
* Cycle to work scheme
* One of the largest corporate volunteering schemes in NI
* Award winning health and wellbeing programme which focuses on supporting four key area of employee health; Physical, Mental, Social and Financial
How to Apply
To submit your application, please click APPLY NOW .
For additional information about the role please download a Candidate Brief from the Additional Documents section below.
Closing date for submission of Applications: Tuesday 18th March 2025 at 10.00am
Interview dates:
Wednesday 26th March 2025
Thursday 27th March 2025