Customer Advisor Advanced (Service Recovery)

Job Purpose

We have a great opportunity for a Customer Advisor to join our Network Team within Service Recovery. You will be required to manage a wide variety of complex and emotive, water and waste water customer contacts through to completion, resolving issues either directly or by arranging a follow on activity.

You will prevent the number of repeat and duplicated contacts by correctly setting customer expectations and demonstrating expert knowledge of end to end Water and Wastewater processes. You will be expected to handle contacts received through multiple channels including letters, emails and telephone enquiries but also support in other areas when required

Accountabilities & Responsibilities

• Preventing Stage 1 complaints by following the correct course of action analysing relevant information provided through effective questioning of the customer and the use of the tools available to you e.g. U-search, Guided Help and following agreed processes. These will be for both domestic and commercial customers. Communication will be by letter, email and telephone.
• To send out Insurance Claim Forms and process once returned.
• Mailbox Management – Managing requests that come in from Field Staff for both Clean and Wastewater.
• Ensuring Batch letter queues are monitored and letters produced.
• Liaise with the Waste Water Field Team in order to organise flooding payments.
• Send out Defective Fittings notices to customers who have a leak on their property
• Investigate insurance claims forms from customers who want to claim under £500
• Collate information from inspectors jobs and send these out to customers in a customer friendly format
• Send out Fat Oil and Grease letters to customers who are misusing the sewer network

Technical Skills & Experience

• Knowledge of other departmental teams and working procedures within Water and Wastewater.
• Detailed knowledge of Water and Wastewater processes and regulatory customer service standards
• Clear understanding of business objectives and policies.
• A high degree of social skills for working in a customer orientated environment.
• Previous customer contact experience (face to face, phone, or internal customers).
• Ability to demonstrate a thorough knowledge and a high level of competence in the use of WFM systems.

Qualifications

• Educated to at least GCSE level (including ‘C' or above passes in English and Mathematics).

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.