Role: Customer Support Agent Contract Type: Fixed term contract until February 2026 Location: Belfast T he Role: As Customer Support Agent you will responsible for the scanning, logging and indexing of all correspondence to ensure accurate regulatory reporting and contacts are responded to in accordance with NI Water policies and procedures. Key Responsibilities: Responsibilities This role will involve the scanning, indexing and logging of all customer correspondence received by NI Water. Ensuring that they have been categorised correctly, so that they can be responded to in line with NI Water's Service Level Agreements and Customer Promises. You will be able to identify and flag correspondence which requires to be expedited or escalated. You will be required to respond to customer correspondence including Third Party Access forms and Septic Tank desludge requests, ensuring they have been correctly actioned in line with our policies and procedures. You will be required to collate and circulate the details of NIE planned interruption notices. Service Delivery Scan, index and log all correspondence received by NI Water on day of receipt. Process work in line with agreed procedures, business rules or scripts. Coordinate, prioritise and schedule work on a daily and weekly basis to optimise achievement of service levels and achievement of internal and external targets. Service Improvement Participate in company-wide business improvement initiatives. Identify opportunities for service improvements and delivery. Communication Establish and maintain rapport with other teams within NI Water. Teamwork Work as an effective member of the team. Support colleagues in the delivery of team objectives. Quality Ensure accurate categorisation of customer and internal contacts for reporting purposes. Uphold quality values in line responding to customer contacts in line with guidelines. Essential Criteria A minimum of five GCSE's Grade C or above, to include English and Maths, or equivalent. A minimum of one years' experience in a Customer Service/Contact Centre role, including data entry. The ability to communicate effectively both verbally and in writing. The ability to work under pressure to meet challenging qualitative and quantitative performance targets. Competent in MS Office applications including MS Excel, Word and Outlook Hours of Work: Monday - Friday, start 8 - 10am, finish 4 - 6pm (flexi-time) Why use Staffline? This may not matter to you when you're looking for a new opportunity, but we just wanted to tell you a little bit about Staffline. We know that finding the right job can be challenging and we have the tools and resources to help you succeed. An established recruitment agency since 1983, we offer permanent and temporary job solutions to lots of different clients in multiple industry sectors in Northern Ireland and Republic of Ireland. For further information please apply with your up-to-date CV by clicking the button. Skills: Administration customer services data entry