Customer Service Liaison Coordinator

6 days ago


Reading, Reading, United Kingdom Thames Water Full time
Job Description

As a CSL Coordinator at Thames Water, you will play a crucial role in managing leakage journeys that have been identified as being either customer responsibility or requiring further investigation. Your primary objective will be to provide exceptional customer service, ensuring that customers are kept informed and updated throughout the journey.

Key Responsibilities:
  • Customer Guidance: Offer customers further guidance on how to resolve their issue if the field and operations teams have identified that the issue is internal or a customer responsibility.
  • Journey Management: Ensure that the customer is kept up to date throughout the journey, utilizing specialist knowledge and skills to drive the journey forwards to completion.
  • Stakeholder Engagement: Communicate with numerous teams across the business and relay relevant information back to the customer promptly.
  • Customer Education: Focus on supporting the customer to understand the different options available to them and their responsibility to reduce leakage.
Requirements:
  • Attention to Detail: Great attention to detail and accurate data-entry skills.
  • Previous Experience: Previous office administrative experience and customer service experience.
  • Team Player: Be a team player and support co-workers.
  • Adaptability: Able to work in a fast-paced and demanding environment to meet project timescales.
What We Offer:
  • Competitive Salary: Salary of £25,000 depending on skills and previous relevant experience.
  • Holiday Entitlement: 24 days holiday per year increasing to 28 with the length of service (plus bank holidays).
  • Pension Scheme: Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
  • Wellbeing Support: Personal Medical Assessments – Open to all once a year.
  • Benefits Scheme: Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.


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