The Role
This position is central to the success of the IMDS OMC, providing frontline support to customers through appointment booking and responding to enquiries or concerns. You will be passionate about delivering a high standard of customer service while ensuring information is accurately recorded and communicated across operational teams.
Alongside customer contact responsibilities, you will also support engagement activities, including assisting with campaigns that help generate appointments and improve customer interaction through a range of communication channels.
Activities you will be involved in include:
1. Acting as a key point of contact for customers, arranging metering appointments and managing enquiries professionally and efficiently
2. Gaining a clear understanding of customer concerns and feeding insights back into the business to support service improvements
3. Keeping systems and databases updated accurately at all times
4. Providing information and basic analysis to stakeholders to support performance monitoring against agreed service levels (SLAs)
5. Assisting with the scheduling and planning of operational works
6. Supporting customer engagement through multiple contact channels, including phone, email, and digital platforms
We are looking for someone who:
Has excellent customer service skills, particularly when communicating over the phone, and is confident working with IT systems in a busy operational environment. You will demonstrate strong verbal and written communication skills, with the ability to engage positively with customers while maintaining accuracy and professionalism.
Experience using systems such as SAP and Genesys would be advantageous, along with an understanding of modern customer contact methods including social media, self-service platforms, and email communication.
You will be organised, proactive, and comfortable working collaboratively with colleagues to ensure customers receive a consistent and reliable service.
Our Company Every day we work smarter, greener and use our imaginations. Our purpose at Clancy is simple - we make life better for everyone’s growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more. We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment. What Next You apply, and we respond within two weeks (we know how annoying it is not to hear anything back)! If you don’t receive feedback within that timescale, please don’t be afraid to chase us - one of our values is to do what we say we will do! Benefits In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury’s, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.