Operations Support Manager

5 days ago


Durham, Durham, United Kingdom Northumbrian Water Full time

We're seeking an Operations Support Manager to join our team in Northumbria House. As an Operations Customer Care Case Specialist, you'll be responsible for managing dissatisfied customers up to the first stage of our complaints process.

You'll work closely with our customer contact centre and operational teams to ensure that every customer receives the highest level of service and satisfaction.

Key responsibilities include:

  • Managing customer contacts by telephone, written correspondence, and face-to-face interactions.
  • Investigating and resolving customer queries in a timely and effective manner.
  • Working collaboratively with other areas of the business to achieve the best outcome for all parties.

We offer a comprehensive training program, including an 8-week period working in our contact centre, where you'll receive continuous support from our experienced team members.

**About you

We're looking for someone with exceptional customer service and communication skills, both written and verbal. You should be passionate about delivering unrivalled customer experience and putting the customer at the heart of everything you do.

**Benefits:**

  • Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve.
  • Company pension scheme, where we'll double match your contributions up to an employer contribution of 10%.
  • Free access to local attractions.
  • A fantastic discount scheme, with savings on days out, shopping, travel, and more.
  • Award-winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members.

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