Customer Care Case Specialist

**Customer Care Case Specialist**:

- Salary Up to £29,594, depending on experience- Location Pity Me**About the role**

**Customer Care Case Specialist**

**Full time 37 hours per week (part time hours considered)**

**12 months fixed term/secondment**

**Salary - Up to £29,594, depending on experience**

**Location **-** Northumbria House, Pity Me Durham**

**About the role**

We are currently looking for a Customer Care Specialist to join our busy team in Northumbria House. As part of the Customer Care Team you’ll be responsible for managing written complaints received into the business in relation to water operational activity.

Your primary objective will be to ensure that every customer you deal with receives the highest level of service and satisfaction.

A large part of this role involves working collaboratively as you’ll be required to liaise with other departments that are involved in investigating customer queries.

Our customers deserve a quick resolution to their complaint, so you must be organised and committed to resolving complaints within 2 working days.

We are a small welcoming team that currently do a mix of office/homeworking and hours between 0800 & 1700. If you would like any further information about the role, please contact John Garrett.

**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 face to face.

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**

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 we're committed to delivering great service, putting our customers at the heart of everything we do.

**Our values**

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.

Our values are:
Results Driven
- We take responsibility for achieving excellent business results.

Ethical
- We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused
- We aim to exceed the expectations of our internal and external customers.

Innovative
- We continuously strive for innovative and better ways to deliver our business.

One Team
- We work together consistently, promoting co-operation, to achieve our corporate objectives.

**Colleague benefits**

We’re the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.

To find out more about our benefits, see our benefits booklet attached to this advert.

Eyecare

Discounted Medicals

Employee Assistance Programme

Cycle2work

Buying & selling annual leave

Long service awards

Salary sacrifice car scheme

Computer
Loans

Award winning wellbeing site

NWG savings scheme

Company pension scheme

Pre-retirement workshops

Life assurance

Christmas savings club

Discounts & cashback offers

Qualification loan