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Community and Customer Liaison Officer

4 weeks ago

Devon, United Kingdom South West Water Full time

At
**South West Water** we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

**Are you a customer-focused individual looking to progress your career with a company that prides itself on its people?**

We currently have an exciting opportunity available for a
**Community and Customer Liaison Officer** to join our
**Customer Service team** based in
**Devon or Cornwall. **In this role you will be out in the field and
** **talking directly with our customers. You will join us on a
**full-time, permanent basis,** and in return you will receive a competitive salary from
**£27,285 per annum **plus excellent benefits, development opportunities and a range of brilliant, localised incentives.

**About the role**:
Taking a proactive approach has become increasingly important beside recognising emerging vulnerabilities and connecting with those customers who can be hard to reach. The Community and Customer Liaison Officer (CCLO) will reach customers and provide them with tailored support in resolving billing or operational issues. You will increase awareness of our financial and non-financial help to customers through targeted community events, door knocking, drop-in sessions, newsletters and flyers.

The role involves day to day, face to face contact with customers, either on a one-to-one basis or in groups and involves visiting customers at home or in the community, supporting the business to manage vulnerable customers during unplanned events and incidents across the whole of the South West, Bournemouth & Bristol geographical area.

For this role you will receive bespoke training delivered by our dedicated Customer Services Training team at our main office in Exeter.

**What you’ll be doing**:

- Championing and educating South West Water's affordability toolkit through community events
- Identifing areas/groups requiring affordability help to customers most in need, identify partners to work with us to help increase awareness of the support we offer
- Working with social housing and other third party providers to promote the financial and non-financial help and support for our customers in vulnerable circumstances through:

- Organising and attending customer engagement activities and events, including targeted estate work and door knocking activities to maximise the take up of schemes and awareness.
- Providing information and advice on our WaterCare programme to local residents, using a variety of communication channels most appropriate to reach particular customer groups.
- Providing training to partnering organisations on our Affordability and Vulnerability schemes
- Networking creating new partnerships to create a referral network for Affordability and Vulnerability schemes and signposting to other support available.
- Working with the Executive Liaison Customer Team to resolve vulnerable customer operational & Billing issues.

**What we are looking for**:

- 5 GCSEs or equivalent (including Maths and English), minimum Grade C
- Educated to degree level standard or able to demonstrate working to degree level
- Experience of building relationships with internal/external customers and stakeholders
- Experience of working to deadlines/timescales ideally project work
- Customer service experience particularly resolving customer issues
- Experience of working with people in vulnerable circumstances
- Excellent verbal and written communication skills
- Experience of working with Microsoft Office
- Influencing and negotiating skills
- Organisation and prioritisation skills, with ability to manage multiple strands of work at the same time
- Plan own workload and excellent time management skills

**What's in it for you**:
At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

- Generous holiday allowance plus bank holidays
- Buy or sell annual leave to offer you extra flexibility.
- Buy a bike and safety equipment tax-free, through our Cycle to Work scheme.
- We offer free car parking at the majority of our sites.
- Take up to 26 weeks’ additional maternity leave.
- Share your parental leave and split your time off to care for your child how you choose.
- Invest in Pennon Group plc thro

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