The Role:
The post holder will be responsible for the delivery of first class customer service, ensuring that written operational and billing customer contacts & complaints are investigated, case-managed, fully-resolved and responded to in accordance with NI Water policies and procedures.
The post holder will be directly accountable for driving performance towards achieving DG7 (regulated SLA measuring company response to written complaints) and other regulated targets including Net Promoter Score, First Point of Contact Resolution and Unwanted Contacts, whilst complying with our Customer Promises and satisfying key stakeholders with the quality of response. Stakeholders include The Consumer Council for Northern Ireland (CCNI), Elected Representatives & NI Water Customers.
This essential role is intrinsically linked to NI Water's vision: "To grow value and trust by being world-class."
Requirements:
Essential Criteria:
1. A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent
2. A minimum of 2 years' experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts/complaints is the primary output
3. Experience of communicating effectively across a diverse range of stakeholders, using various communication methods
4. Experience of working to challenging targets/deadlines, in a regulated and/or customer service environment
5. Ability to work alone and use initiative, whilst contributing to wider team objectives
6. Proficient in MS Office applications including MS Excel, Word and Outlook
Desirable Criteria:
7. Proficient in the use of NI Water's customer contact and billing system (RapidXtra) to review customer account history and identify & resolve billing issues
8. Proficient in the use of NI Water's case-management and workflow solution (Savvion)
**Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time.**
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