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Customer planner

Thames Water
Date Posted
1st October 2018
Customer Service
£19,000 to £26,000 Per Annum

What is the purpose of the role?

This is a role created to deliver excellent service to our 15M wastewater customers on a daily basis. You will have the autonomy to make decisions on behalf of, and in the best interests of, the customer. This is your chance to make a difference to the customer experience at Thames Water. This role is to deliver outcomes for customer satisfaction, as well as considering the health of our network of assets, and our regulatory requirements regarding flooding and pollution by planning customer and maintenance work effectively.

What makes this role unique?

An exciting opportunity has arisen for an individual to join Thames Waters Customer Planning Teams as a front line Customer Planner. You will operate in a team that provides critical services to our customers, dispatching work to various technicians in your area. This role carries a high level of responsibility; you will look after a significant area with customers calling for a range of queries and challenges. It will be your job to ensure you deliver excellent customer service, managing individual cases through to resolution. There are plenty of opportunities for training and development with fantastic progression routes within the wider business.

What will this role involve?

Day to day duties may include:

Field resource management.

Optimising resources effectively within a region serving up to 6M customers.

Prioritising customers journeys to achieve regulatory outputs.

Assess the requirements for jobs including working on private land, working on operational assets and Health and Safety requirements.

Customer journey resolution.

Talk to customers to understand the extent of their issue and the history behind it.

Keep an accurate record of what is discussed.

Use corporate systems to review the history of problems in the area to understand potential causes and identify other customers who may be affected.

Set expectations with customers and stakeholders through clear and transparent communication.

Take ownership of customer journeys and manage through to resolution, including liaison between different field teams and technical experts.

Problem solving.

Review work history and identify triggers of dissatisfaction.

Respond dynamically to changing priorities through event situations.

Strive to raise the bar. Raise potential changes for continuous improvement and participate in delivery.

Work flexibly across planning and customer facing roles adapting to operational demands and using transferable skills.

Possess the ability to work in a fast paced and target driven environment and adhere to SLAs put in place to improve service to our customers.

What are we looking for?

To be successful in this role you will have a background of customer service experience and an ambition to improve the service we provide. Experience within a planning or scheduling environment would be beneficial but not essential. You will be computer literate and comfortable working with corporate systems and have excellent verbal and written communication skills. In addition you will thrive working in a fact paced and changing environment, and be happy to take on challenges and acquire new skills.

Thames Water information and salary details

This role is based at our Customer Solution Centre in Slough and is offering a salary between £19,000 and £26,000 depending on skills and experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.

Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.

Closing Date: The closing date for applications is 19/10/2018.

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