What is the purpose of the role?
You will be responsible for reviewing follow on activity that is raised within the Waste Network Operations contract. You will ensure we get it right first time for customers, reduce complaints and unwanted contacts, and drive up customer satisfaction. This role will have a particular emphasis on ensuring that the best solution is in place including recognising when alternative innovation and techniques might be applied.
What makes this role unique?
This role has been created to ensure we deliver excellent service to our 15M customers on a daily basis. This role is at the heart of prioritising and delivering work for our field teams as we strive to be the best in the industry. This role will be working in a challenging and changing environment where every day will be different. This is your chance to make a difference to the customer experience at Thames Water.
What will this role involve?
In this position you will be responsible for:
Creating the best solution for customer issues.
Carrying out investigations and completing reports as requested.
Working within a team to ensure the 6:30am to 10:30pm shift is covered Monday to Sunday.
Actively managing risks.
Understanding the root cause of customer issues and finding the best solution from a technical view by using mapping, CCTV surveys, history etc.
Working closely alongside the field teams to diagnose problems.
What are we looking for?
To be successful you will have experience working in Field Operations position, possess strong customer and stakeholder management skills and have the ability to deliver against stretching targets. You will be computer literate, be comfortable working with corporate systems and have excellent verbal and written communication skills.
Thames Water information and salary details
This role will be based at our Customer Solution Centre in Slough, with the initial few weeks in Green Park, Reading (travel to Reading will be paid for). We are offering a salary of between Â£27,200 and Â£36,800, depending on skills and experience. You will be rostered to work an 8 hour day between the hours of 6:30am and 10:30pm Monday to Friday, with either a Saturday or Sunday worked 1 in 4 (with a maximum of 26 weekend days in each calendar year). Where you have been scheduled to work a Saturday or Sunday, you will receive the equivalent time in lieu during the preceding calendar week. A payment of 5% will be made to individuals for working these patterns. The early/late payment applies due to the extended working day.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change.
On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this.
To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months.
We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunities employer.
Closing Date: The closing date for applications is 20/4/2016.