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Customer Service Liaison

2 months ago

Reading, Reading, United Kingdom Thames Water Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a CSL Coordinator. As a key member of our Customer Side Leakage team, you will play a vital role in managing leakage journeys that have been identified as being either customer responsibility or requiring further investigation.

Key Responsibilities
  • Provide exceptional customer service, guiding customers through the issue resolution process and ensuring that their concerns are addressed promptly and efficiently.
  • Work closely with field and operations teams to identify and resolve customer-side leakage issues, ensuring that the most cost-effective solutions are implemented.
  • Develop and maintain strong relationships with internal stakeholders, communicating effectively and providing regular updates to customers throughout the journey.
  • Support customers in understanding their responsibilities and options for reducing leakage, promoting proactive case management and providing the most cost-effective means of delivery.
Requirements
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Previous customer service experience, with a strong understanding of customer needs and expectations.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong attention to detail and accurate data-entry skills, with the ability to maintain accurate records and reports.
What We Offer
  • A competitive salary of £25,000, depending on skills and experience.
  • A comprehensive benefits package, including 24 days' holiday per year, increasing to 28 with length of service, and a contributory pension scheme.
  • Opportunities for professional development and growth, with a focus on customer service excellence.
About Us

Thames Water is a leading water and wastewater services company, serving over 16 million customers across London, the Thames Valley, and the Home Counties. Our purpose is to deliver life's essential service, ensuring that our customers, communities, and planet can thrive.