Job Description

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Customer Resolution Officer

Date: 6 Jul 2023

Company: DWR Cymru Cyfyngedig Welsh Water Plc

City: Caerphilly

Address:

Caerphilly, Wales, GB, CF46 6LY

Job Requisition Number 4823
Work Type Permanent
Job Function Customer Services
Salary Range \xc2\xa328,105 - \xc2\xa331,936

Base

Closing Date

Nelson Depot

23:59 - 20th July 2023

:

What you\'ll be responsible for

As a credible member of the South East Shared Services Team you will:

• Take ownership of effective customer communication both internal and external at all times throughout the customer journey, ensuring full compliance with Service Level Agreements and regulatory requirements.
• Be named point of contact and manage case load activity to ensure the customer is kept informed.
• Responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to our Service Level Agreements (SLAs) and regulatory requirements, including TMA.
• Responsible for scheduling both planned maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress. Any risk of failing to meet customer expectations to be escalated immediately.
• Responsible for actively monitoring incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner.
• Manage field operations resource efficiently, producing an effective schedule of work, minimising on travel / sleep-time requirements and overtime by use of DCWW IT systems and processes.
• Undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity. Appropriate escalation of \xe2\x80\x9cInvestigate No Water\'s\xe2\x80\x9d (INW\'s) and water quality issues in line with procedure.
• Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure DCWW meets its performance targets. Ensure all customer incidents within remit to technically complete, are contacted to ensure full resolution of incident prior to closure.
• Identify and escalate any reactive work that could lead to wide scale customer and environmental impact
• Ensure all data collection is of high standard to satisfy internal and external audits Management of customer call backs through C4C Inbox for designated areas of the business Technical completion of orders where authorised
• Identify opportunities to improve performance and customer service delivery
• Be enthusiastic, self-motivated, have an eye for detail, and be able to demonstrate excellent organizational skills
• Undertake other duties as required by the shared service manager

Who you\'ll work with

Internal:

• DCWW Senior Staff

External:

• Customers
• Local Authorities - Councillors/ AM\'s/ MP\'s
• Other Customer Stakeholder groups e.g. Consumer Council for Water (CCW) and Ofwat
• External Training providers

About you

Knowledge, Skills & Experience

• Experience gained through thorough understanding of Water services delivery and highly competent in terms of Water Services Operations
• A proven track record in providing excellent customer service.
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
• Knowledge of the operational business with the ability to ensure excellent customer service in all situations.
• High level of customer handling skills in order to use own experience in supporting the operational business in the delivery of excellent customer service.
• The ability to work to defined deadlines and prioritise workload in order to meet those deadlines

Good to know

• Participate in a 10 week working pattern to meet our customer\'s requirements.
• Working pattern will also incorporate a standby rota including a working weekend in 10
• Office Based (elements of home working)
• Standby Required (1 in 6)
• 130 hours of planned overtime

For any further information please contact Lindsay Hughes -

Benefits

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)
• Enhanced employer pension contributions - Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Free on-site parking at all our sites
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme
• Health CashBack scheme
• An employee assistance programme for employees and their immediate family

Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

Who we are

D\xc5\xb5r Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company\'s required security objectives.

We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

D\xc5\xb5r Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

\xc2\xa9 D\xc5\xb5r Cymru Cyf 2019.

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D\xc5\xb5r Cymru Welsh Water