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Customer Care Specialist
2 weeks ago
Salary
**from £24,836 up to £31,045**
- Location
**Hanningfield, Chelmsford, Essex**
**About the role**
**Customer Care Case Specialist - Metering Operations**
**Permanent**
**Salary - £24,836 rising to £31,045** **(depending on experience)**
**Location - Hanningfield, Chelmsford**
**About the role**
- *Please see recently updated job description document for role details*_
We’re currently looking for two Case Specialists to join our Customer Experience team in Metering Operations. As part of the team, you’ll be responsible for managing written and telephone complaints received into the business in relation to metering operational activities, specifically around Smart Meters and the large roll out in AMP 8.
In addition, you’ll be paving the way for the enduring approach to dealing with enquiries and complaints in regard to the “fairer way to pay”, looking at trend analysis and helping to identify continuous improvement opportunities both in the experience, communications and business wide understanding of the metering programme.
You’ll ensure that every customer you deal with receives the highest level of service and satisfaction, liaising with the customer throughout journey as part of our case management process.
Our customers deserve a quick resolution to their complaint, so you must be organised and committed to resolving complaints within 2 working days. You’ll work alongside other teams and areas of the business to investigate and resolve customer queries, building relationships and seeking the best outcome for all parties, including identifying gaps in knowledge and additional training requirements.
We’re a welcoming team that is currently following a hybrid working pattern where we are in the office 2 days per week.
- Please note this role may require a DBS to be completed prior to employment_
**About you**
You’ll have exceptional customer service and communication skills, both written and verbal. This is an essential part of this role as you will be managing customer contact by telephone, writing and willing to have brave conversations.
Excellent organisational skills are essential as well as the ability to identify and solve problems using a logical, objective and thorough approach.
You should be passionate about delivering unrivalled customer experience and put the customer at the heart of everything you do.
**About us**
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply.
**NWG at a glance**:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
**Our benefits**
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
Generous holiday entitlement starting at 28 days plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
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.
Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme.
Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
Support with your development - we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
**About us**
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and
