Csl Coordinator

**Who are we?**

We are the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes_,_ keeping taps flowing and toilets flushing.

At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

**What you’ll be doing**:
The customer side leakage team manage leakage journeys that have been identified as being either proven as customer responsibility or require further investigation to determine if the leak is a customer responsibility or company responsibility. Journeys can be technically complex and emotive for customers which therefore requires a high standard of customer service.

The team are key to ensuring that the customer is kept up to date throughout the journey utilising the specialist knowledge and skill to drive the journey forwards to completion. Focusing on supporting the customer to understand the different options available to them and their responsibility to reduce leakage. The key goal is to understand, take ownership and actively reduce the need for customers to contact us, resolving issues quickly and keeping customers updated through proactive case management, providing the most cost effective and appropriate means of delivery.

The role involves offering a customer further guidance on how to resolve their issue if the field and operations teams have clearly identified that the issue is internal or a customer responsibility. Where the issue is company responsibility, ensuring that the work is completed in a timely manner through the most cost-effective route. This additional support helps get the customer issue resolved more quickly and drives better customer satisfaction. Excellent stakeholder engagement skills are therefore vital for this role, communicating with numerous teams across the business and relaying relevant information back to the customer in a timely manner.

**We’re looking for you to**:

- Have good IT skills, competent in the use of Microsoft Word & Excel
- Strong customer service skills and the ability to work under pressure to meet demanding targets
- Strong communication skills, able to communicate at all levels and work effectively as part of a team

**What’s in it for you?**

This is a temporary role for 6 months paying £12 per hour.

We’re proud of the positive ways of working we’ve adopted during the pandemic, creating a more flexible and dynamic environment so all our colleagues can thrive**.** For our office-based roles we’re moving to a hybrid approach with various options across working from home, office and our sites.