Customer Support Officer

2 weeks ago

Warrington, United Kingdom United Utilities Full time

**Job Accountabilities**:
You will have responsibility for the dedicated team phone line and monitoring the dedicated team mailbox for internal and external enquires, assigning to the correct responsible person or responding as appropriate. You will also be responsible for:

- Proactive customer communications (written and verbal) during the life cycle of any project undertaken by Integrated Network Planning and Delivery including the Contaminated Surface Water Programme and to act as customer liaison for any associated customer issues.
- Producing additional information which will assist in the delivery of specific projects delivered by Integrated Network Planning and Delivery. This may include maps, customer details or address information.
- Arranging customer appointments as required.
- Processing GSS and commitments payments as required.
- Ensuring all off line and corporate systems e.g. INS, are updated following any customer interaction by any member of the team
- Maintaining all records to ensure all data is accurate
- Recording all incoming written complaints and telephone enquiries assigning to the correct responsible person using systems and business knowledge to collate information for responses
- Monitoring all incidents to properties where an Integrated Network Planning and Delivery intervention has been undertaken.
- Maintaining suite of letters and information leaflets for customer contacts and produce bespoke letters as required.
- Producing monthly DG5 additions and removal reports to assist with programme development.
- Providing Customer advice to the wider Team on all Customer processes and issues
- Providing Customer training and briefings to the wider Team on all Customer processes and policies

**Knowledge and Skills**:
To be considered for this role you will have a minimum of 5 GCSE's or equivalent together with experience in a relevant discipline. You will also have:

- Excellent interpersonal skills with an ability to communicate at all levels
- Excellent written and verbal communication skills
- Understanding of the regulatory reporting requirements relating to wastewater network and a detailed knowledge of customer complaints processes and procedures for regulatory reporting requirements under DG7 and CMEX
- Competence in the use of Microsoft office (Word, Excel, PowerPoint, databases) and corporate systems including INS, Dynamics, WIRS, OneMap, ALTO.
- Understanding of all aspects of wastewater network operations, network performance indicators, sewer repair techniques, cyclic maintenance programmes, ancillaries and mitigation devices
- Knowledge of the Planned Programme Project Process and Customer Impact assessment
- Understanding of UUW responsibilities for GSS and compensation payments
- Ability to work to tight deadlines and timescales to meet regulatory targets
- Expertise to analyse data which shows trends in customer issues
- Ability to interpret complex technical information for customer communications and in a way that can be understood at all levels.

**Additional Information**:** We need fantastic people to enable us to deliver a great service to the public. We are committed to reaching and recruiting from every community and then supporting employees to achieve their full potential ensuring they feel valued and included, regardless of their gender, age, race, disability, sexual orientation or social background.**

**Closing Date**:28/11/22

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