24 May

Customer Service Administrator Jobs Vacancy at Thames Water Utilites Swindon

Position
Customer Service Administrator
Company
Thames Water Utilites
Location
Swindon ENG
Opening
24 May, 2018 27 days ago

Thames Water Utilites Swindon urgently required following position for Customer Service Administrator. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Customer Service Administrator Jobs Vacancy at Thames Water Utilites Swindon Jobs Details:

What is the purpose of the role?

The purpose of this role is to provide an excellent customer experience to Thames Water customers. As a DHC Customer Service Administrator, you are responsible for the efficient interpretation of our customer’s correspondence from the point they write into us, through to Gatekeeping the information onto our CRM system and potentially acknowledging the customer. You will manage your own workload under pressure, ensuring work is completed within both business and regulatory timeframes. On receipt of a customer contact, you will interrogate Thames Water systems and use your knowledge to help decide on the next course of action. To correctly identify and upload the information contained in the correspondence concerning the customer complaint or enquiry. You may need to acknowledge the customer and also gain further information which could assist the Case Manager in the next stage of resolution. The main way of contact will be over the phone; when this is not possible, you will send emails or SMS texts to acknowledge receipt of their correspondence.

What makes this role unique?

This role sits within the Document Handling Centre in Swindon. By acknowledging our Operations cases, you will start the customer’s journey and potentially gain additional information. You will be the first person to contact them and it’s a great opportunity to make it a memorable customer experience for all the right reasons.

What will this role involve?

The team is responsible for providing effortless customer service to our wide variety of customers throughout various work streams. The role is a very busy one, and offers a challenging and rewarding working environment.

To proactively demonstrate the Thames Water Values, sharing knowledge and contributing to the success of the team.

To carry out accurate work that complies with company processes and regulatory requirements.

To be able to build report and respect quickly, gaining trust from customers and stakeholders.

To adhere to targets linked to quality and performance.

To meet tight timescales and deadlines, which are in place to drive customer satisfaction and reduce repeat customer contacts.

An opportunity to learn more skills within the team and progress through clear career development plans.

What are we looking for?

We are looking for individuals who are happy to have customer contact everyday via phone, email, letter or text. You will engage with different levels of internal stakeholders along with the diversity of our customers. You will have a passion for people, a strong work ethic, and behaviours that align well with our Thames Values. You will possess outstanding communication skills, with the ability to organise and communicate with internal and external customers.

You will have outstanding customer service skills - in person, over the phone and in writing. You will have great questioning and listening skills, show confidence, clear speaking and empathy over the phone. You will have excellent attention to detail. You will have a clear understanding of Data Protection and abide by our regulations. The successful candidate will also have fantastic organisational and prioritisation skills. You must be IT literate, have the ability to learn new software quickly, and ideally have CRM experience. You must possess the ability to work under pressure to meet demanding targets, be flexible and positive to ever-changing customer and business needs.

Thames Water information and salary details

This position will be based within the Customer Relations Department, Walnut Court, Swindon. We are offering £15,300 to the successful candidate.


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