Business Services Coordinator

2 weeks ago


Reading, Reading, United Kingdom Thames Water Full time
Job Title: Business Services Coordinator

About the Role:

The Business Services Coordinator is responsible for managing the workflow of retained activities and supporting our outsourced partner in resolving exceptions and complex customer queries. This role plays a vital part in implementing new processes and systems, continuously improving how we serve our customers.

Key Responsibilities:
  • Support and assist in the implementation of new processes and systems to enhance customer experiences.
  • Handle customer callbacks and escalations within agreed SLAs, ensuring our customer is at the heart of everything we do and our assets are protected.
  • Work collaboratively across the business with exposure to various stakeholders, including customers, developers, contractors, and Thames Water partners.
  • Deliver an excellent customer experience in all aspects, working towards improved CSAT/DMEX scores, reduced complaints, and increased quality.
  • Act as the first point of contact for customer enquiries and resolve queries promptly and efficiently.
  • Process and capture cheques, and technically assess financial details and liaise with Billing and customers on inconsistencies.


About You:
  • Fully competent in using Company IT Systems and Office Software.
  • MS Dynamics, SAP ECC trained, and Nav with good knowledge base.
  • Investigational mindset experience and excellent organizational skills with the ability to prioritize.
  • Extremely customer-focused, cognizant of CSAT, and our aims to meet all customer demands. Confident in communicating with business stakeholders and customers, both verbally and in writing, and seeks to understand Health and Safety requirements.


What's in it for you?
  • A starting salary of £25,000 and up to £30,000 per annum depending on skills and experience.
  • 24 days holiday per year increasing to 28 with length of service (plus bank holidays). Contributory pension. Personal Medical Assessments available to all once a year. Wider benefits scheme, including a benefits hub packed with offers and information to save you money and support your wellbeing.


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