Customer Experience Specialist

7 months ago

Wrexham, United Kingdom SEVERN TRENT Full time

Helô We’re Hafren Dyfrdwy, one of the 11 regulated water and wastewater companies in England and Wales. We serve over 100,000 homes and businesses across Mid and North Wales, and our enduring focus is on delivering for our customers, both now and for generations to come.

Employing over 130 people, we’re a local company based in Wrexham and Powys and from providing clean water every time our customers turn on the tap to returning it to rivers even cleaner than we took it, we are proud to take care of one of life’s essentials.

We are passionate about ensuring the future well-being of generations in our region, and within Wales as a whole, and playing our part in supporting on the well-being goals is central to our strategy. There really is something for everyone here

**EVERYTHING YOU NEED TO KNOW**

In our wonderful Customer Operations departments, you get the opportunity to join us as a Customer Experience Specialist, an independent role which ensures that Hafren Dyfrdwy is delivering excellent customer service.

In this role you will be tasked with proactively identifying ways to improve our overall service to customers measured through C-MEX and complaints. Furthermore, you’ll ensure that our field teams comply with our defined standards for customer service.

You’ll also Provide training/coaching and expert advice to frontline teams on what good customer service looks like and will drive improvement plans within HD by identifying key trends and themes, engaging all appropriate stakeholders from across the business.

Finally, you’ll get to work alongside multiple departments to find resolutions to difficult issues that impact our customers and provide stakeholder and customer communications.

**Please note this role will require you to** cover an out of hours standby rota for customer events on a rotational basis**

So, does this sound like you? If so, please read on

**WHAT YOU’LL BRING TO THE ROLE**

Your key accountabilities in helping us will be:

- Act as the customer’s advocate and drive Hafren Dyfrdwy’s approach to customer service through:

- Coaching and training staff in excellent customer service (face-to-face and written communications)
- Monitoring customer interactions and intervening where required.
- Identifying trends in emerging issues and ensuring improvement plans are in place. Understand customer journeys and processes ensuring our teams understand and adhere to them and implementing new processes and initiatives.
- Provide insight to Operational and Customer Business Leads and their teams around customer performance.
- Support complex operational incidents by acting as the customer’s representative and ensuring they are appropriately represented during and after an incident including with our insurance providers.

**WHAT’S IN IT FOR YOU**

It’s not just a job you’ll get here, you’ll get a career too. We have a range of benefits that reward and recognise great work and award-winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live. Here’s some of our favourites:

- Salary: £35,000 to £39,000
- 26 days’ holiday, with the option to buy or sell up to 5 additional days per year.
- Annual bonus scheme (of up to £2,250 per annum based on company performance)
- Car allowance
- Leading pension scheme - we will double your contribution (up to 8% when you contribute 4%)
- Sharesave - the chance to buy Severn Trent Plc shares at a discounted rate.
- Dedicated training and development with our ‘Academy’
- Family friendly policies
- Two volunteering days per year

**WHAT’S NEXT**

**We can’t wait to hear from you.**

Before you apply, you’ll need an updated copy of your CV and about five minutes to spare.

And if your curiosity has peaked and you're wanting to find out even more, search **#LifeAtSevernTrent** on social media.

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