NWG (Northumbrian Water Group)
Customer Care Case Specialist
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Customer Care Case Specialist
Operations and Smart Metering Customer Care Case Specialist
Full Time - Permanent (37 hours/week) | £26,435 + Benefits Location: Northumbria House, Pity Me, Durham
About the Role
We’re looking for an Operations and Smart Metering Customer Care Cases Specialist to join our dynamic team in Northumbria House, based in Pity Me, Durham.
This role is responsible for managing dissatisfied customers up to the first stage of our complaints process. You’ll receive a mix of contacts—telephone calls from our customer contact centres, operational team communications, and written correspondence—treating each inquiry with the highest level of professionalism.
Your key priority is ensuring that every customer interaction delivers clarity, resolution, and satisfaction. You’ll need to prioritise and manage cases efficiently, often resolving issues within two working days.
Key responsibilities include:
- Handling and resolving customer complaints, inquiries, and service failures with empathy and professionalism.
- Collaborating with internal teams to investigate issues and reach outcomes that satisfy both the customer and the business.
- Documenting interactions accurately and proactively following up on unresolved cases.
- Maintaining a positive customer experience while demonstrating clean, logical, and objective problem-solving.
The team operates under a hybrid working model, primarily within business hours (0800–1800).
About You
Key Qualifications & Skills
- Exceptional customer service and communication skills—oral, written, and in-person, with the ability to convey bravery necessary for challenging conversations.
- Proven ability to resolve demanding customer queries while working to strong deadlines under pressure.
- Strong organisational skills with a systematic approach to problem-solving and issue resolution.
- Committment to customer-centred outcomes, ensuring challenges are addressed proactively and easily.
- Advanced IT proficiency, especially Microsoft Office (word processing and spreadsheet tools).
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Experience & Competency
- Experience working in customer care or operational support roles is highly beneficial, ideally in a water, utilities, or customer service industry.
- If you haven’t worked directly in customer care, we would value candidates with complaints-handling, claims adjustment, and conflict resolution experience from other sectors.
- No formal qualifications are required. Instead, we prioritise individual skills, interpersonal abilities, and a willingness to learn.
Diversity, Inclusion & Equity
Northumbrian Water Group (NWG) and Essex & Suffolk Water embrace a diverse, inclusive, and equitable workforce. We welcome you to bring your full, authentic self to work.
Our colleague networks include:
- Rainbow Support Network (LGBTQIA+)
- REACH (Race, Ethnicity, and Cultural Heritage)
- WiSTEM (Women in STEM)
- Thisability (Disability & Neurodiversity)
We recognise that not everyone will have all the listed skills, but if you have some—or even work experience where similar traits have been applied—please apply with confidence.
NWG’s Commitment to Equal Opportunities
We are an equal opportunity employer and encourage applications from all candidates, regardless of background. However, we must comply with legal requirements regarding dismissals and non-exempt convictions.
Prior to employment, you must complete a DBS check. We will not consider candidates with certain unspent convictions.
About Us
NWG, the Northumbrian Water Group, provides essential water and wastewater services to:
- 2.7 million people in North East England as Northumbrian Water.
- 1.5 million people across East Anglia as Essex & Suffolk Water.
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Our Purpose
"Caring for the essential needs of our communities and environment—now and for generations to come." We achieve this by providing reliable, affordable water and wastewater services, investing responsibly, and operating sustainably.
Our Values
Guided by five core values, we prioritise customer satisfaction, operational integrity, and environmental stewardship.
Our Benefits (NWG: Tap Into)
As we are a natural "Great Place to Work", NWG rewards colleagues through generous benefits:
- Holiday Entitlement: 23 days plus bank holidays, Plus overall flexibility to buy or sell working days.
- Pension: Employer matches contributions up to 11% (twice your contribution up to your contribution cap).
- Access to Local Attractions: Travel allows and partnerships for reduced-entry cultural proceeds.
- Discount Scheme: Days out, shopping, transport, and fitness at attractive savings rates.
- Wellbeing Support (Living Well):
- Access to a digital GP service for you and your families.
- Travel Solutions:
- Salary sacrifice options for cars and cycles, designed for sustainable lifestyles.
- Financial Wellbeing & Protection:
- Salary Finance loans for payday financial flexibility.
- Accident & Health policies, life assurance, and income protection.
- Development Support:
- Commitment to further training and professional growth.
- Interest-free loan options for accreditation or qualifications.
- Covers relevant professional body subscriptions.
Essential Information
✅ Hybrid Working: 0800–1800 schedule. ✅ Salary: £26,435 (base). ✅ Location: Northumbria House, Pity Me, Durham. 📞 Want to join a purpose-driven team that cares for humans and environments? Apply now!
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