Contact Wendy Blair | |
Customer Account Officer - Belfast - NI Water
Northern Ireland Water are consistently ranked in the top 10 of Northern Ireland’s best 100 companies. NI Water delivers approximately 575 million litres of clean, safe drinking water to 875,000 households and businesses across Northern Ireland every day.
They pride themselves on providing a world class service, delivering what matters to customers through their values of Respect, Excellence, Customer, Integrity and Sustainability that defines their organisation.
The Role:
* Belfast
* Full time, temporary up to 6 months (possibility of extension)
* £14.59 per hour
* Monday to Friday, 37.5 hours per week
* Parking facilities on site
* Please note closing date for this vacancy is 5th March 2025 - however you can register your interest for other upcoming vacancies by applying today
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. Duties will include:
1. The investigation, end-to-end case-management
2. Coordinate, prioritise and schedule caseloads on a daily and weekly basis to optimise achievement of service levels, first time resolution to customer queries and internal and external targets
3. Interrogate NI Water’s customer relationship management system, RapidXtra, to review customer contact history and billing standing data.
4. Bill correction / changes to standing data in line within the limits permitted in the Financial Delegations and consistent with NI Water policy
5. Represent NI Water in your direct contact with customers and key stakeholders
6. Work collaboratively with Customer Service Centre, Contact Centre, Metering & Billing, Work Control, Water & Wastewater Production Lines colleagues and other NIW Directorates
7. Challenge current processes and assertively question the appropriateness of response to customer issues from around the business
8. Identify and recommend more efficient ways to deliver a quality customer service, contributing to an ethos of continuous improvement
9. Establish and maintain rapport with customers
Criteria:
* A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent.
* 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.
* Proven experience in case / account management and working to meet qualitative and quantitative performance targets.
* Demonstrable experience of MS Office applications including MS Excel, Word and Outlook.
* 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 experience in a similar CRM system
* Proficient in the use of NI Water’s case-management and workflow solution (Savvion). Or experience in similar DMS / BPM software.
* As part of the reference checking and vetting process for this position you will be requested to undertake a Basic AccessNI Disclosure. Having a criminal record will not necessarily be a bar to obtaining a position.
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you.
Apply online, email your CV to or give Wendy a call on to find out more.
Riada Resourcing is an equal opportunities employer