Customer Resolution Officer

Date: 26 Sep 2024- Company: DWR Cymru Cyfyngedig Welsh Water Plc- City: Cardiff- Address: Cardiff, Wales, GB, CF3 0LT**Job Requisition Number**
- 6796

**Work Type**
- Temporary 18 Months Fixed Term Contract

**Job Function**
- Operational

**Salary Range**

£29,285.00 -£33,277.00

+ weekend enhancements and standby payments in addition to base salary

+ standby (additional payments of up to £3,307.20 per year)

+ annual salary uplift
+ annual cost of living increase
+ annual variable pay reward

**Base**

**Closing Date**

South East Hub Cardiff or Camarthan 3 days / week and 2 days hybrid

23:59 on 09 October 2024

**What you’ll be responsible for**:
**Wastewater Customer Resolution Officer**

As a Customer Resolution Officer, you will:

- Take ownership of effective customer communication both internal and external at all times throughout the customer journey, ensuring full compliance with Service Level Agreements and regulatory requirements.
- Be named point of contact and manage case load activity to ensure the customer has no reason to chase and have cause to complain due to lack of communication.
- Be responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to our Service Level Agreements (SLAs) and regulatory requirements.
- Be responsible for scheduling both planned maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress. Any risk of failing to meet customer expectations to be escalated immediately.
- Be responsible for actively monitoring incoming feedback, raising / releasing of follow-on tasks where required to ensure continuity of workflow in a timely manner.
- Manage field operations resource efficiently, producing an effective schedule of work, minimising on travel / sleep-time requirements and overtime by use of Welsh Water IT systems and processes.
- Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure Welsh Water meets its performance targets. Ensure all customer incidents within remit to technically complete, are contacted to ensure full resolution of incident prior to closure.

**Who you’ll work with**:
**Internal**
- Wastewater Networks Team
- Developer Services
- OCC
- Welsh Water Senior Staff
- Welsh Water Chain

**External**
- Customers
- Local Authorities - Councillors/ AMs/ MPs
- Other Customer Stakeholder groups e.g. Consumer Council for Water (CCW) and Ofwat

**About you**:
**Knowledge, Skills & Experience**
- High level of customer service skills, to use experience to support the operational business in the delivery of excellent customer service in all situations.
- Experience gained through thorough understanding of Wastewater service delivery and highly competent in terms of Wastewater Operations would be preferred.
- The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
- Organised and able to work under pressure, whilst maintaining attention to detail
- The ability and resilience to work to defined deadlines and prioritise workload in a fast paced environment.

**Good to know**:
Date/s: Interviews to be held within 7-10 days of job advert closing.

Times: AM & PM slots will be provided.

All interviews will be in-person at Linea, Cardiff. No virtual slots will be offered.

**Important Information**
- 6 weeks training at our Linea, Cardiff office.
- Once training has been completed, employees can work from home 2 days a week and then 3 days a week in an office (Cardiff or Carmarthen).
- Standby : Mon
- Thurs, then Friday
- Sun on a separate week (paid in addition to annual salary)
- 7 weeks rolling rota with a mixture of 7am
- 3.30pm, 8am-4.30pm, 9am-5pm & 11am-7pm shifts.
- 2 Weekends (out of 7) on shift (with paid uplifts in addition to annual salary):

- 1 Saturday working 7am-3.30pm
- 1 Sunday working 7am-3.30pm
- 1 Saturday working 11am-9pm
- 1 Sunday working 11am-9pm
- There may be a requirement to work a 3rd weekend when on standby (which would mean 3 weekends out of 7 are worked)
- Opportunities for overtime.

**Benefits**:
As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

- Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
- Enhanced employer pension contributions - Up to 11% employer contributions
- Enhanced family friendly policies
- Reduction on gym memberships and high street shopping
- Cycle to work scheme
- Car-leasing scheme
- Health CashBack scheme
- An employee assistance programme for employees and their