Here at Culligan UK Ltd we have developed a culture of putting our customers at the heart of everything we do and that has been vital in driving us to becoming the UK's leading specialists at providing drinking water solutions.
As the Operational Support Advisor, you will be responsible for delivering high-quality administrative and operational support to the Planning Team, Service Centres, Engineers, and Bottled Drivers. The role ensures that every stage of the customer journey is handled efficiently, professionally, and to the highest possible standard.
Working Hours: 8:45am-17:00pm Monday to Friday
What this role involves:
Managing the Operational Support mailbox, ensuring all queries are responded to within agreed SLAs
Answering internal and external calls into the Operational Support telephone lines
Liaising with customers to schedule engineer attendance and activities, ensuring all necessary information is provided to support successful job completion
Working closely with customer-facing teams, operational management, and support functions to maintain an exceptional customer experience
Accurately update all relevant systems with key customer and operational information
Ensuring personal compliance with all end-to-end Field Operations processes, policies, and procedures
Ensuring all driver and engineer work orders are correctly reported and systems are updated to enable accurate customer billing
Collating and update asset information (BWC & POU) following engineer visits
Processing third-party agent invoices to ensure accurate customer charging for deliveries and sanitisation services
Updating customer portals daily to maintain accurate and timely information
Requirements
Essential
Ability to manage diverse and competing priorities
Strong written and verbal communication skills
Competence in using Microsoft Office applications
High attention to detail
Ability to work effectively both independently and as part of a team
Desirable
Proven track record of delivering excellent customer service
Benefits
23 Days Holiday + Bank Holidays
Company Pension Scheme
Company Sick pay (after qualifying period)
Cycle to Work Scheme Available
Employee Reward & Discount Platform
24/7 access to Employee Assistance Program through Health Assured
Access to on-going learning and development via our online learning platforms
Onsite parking available
Lie Assurance Scheme