What is the purpose of the role?
The person in this role will be responsible for developing and planning the 'customer journey' from the time an issue has been identified through to resolution. This role will specifically look at effective field planning and enabling of the various stages to completion of incoming new customer cases and develop plans and work very closely with our contractors to ensure that the right equipment, people and resources are in place to ensure excellent customer service in a timely manner.
What makes this role unique?
The successful candidate will represent the face of Thames Water and the team they manage and work directly with the customers on a daily basis. This role will be working in a challenging and changing environment where every day will be different. This role offers plenty of autonomy and the chance to be an influencer and get involved in changing and improving processes to be more proactive.
What will this role involve?
Once planned 'follow on' activities have been identified to resolve a customer case, the successful candidate will work through the various elements to plan the 'whole customer journey'.
They will do this by identifying job requirements such as permits, equipment, traffic management and time of day restrictions.
They will then work with the contractors to ensure that these are all adequately in place to deliver operational performance and customer service targets.
They will ensure that our policies are adhered to, such as stringent health and safety standards, compliance with regulatory requirements and delivering great customer service.
They will develop and implement continuous improvements to optimise operational performance and customer service.
They will fully own and resolve customer complaints relating to the relevant geographical area and build relationships with key stakeholders, such as The Environment Agency, local authorities, highways and street works and the Environmental Health Office.
Be responsible for working in compliance with company procedures including health and safety and street works legislation.
What are we looking for?
The successful candidate will have significant relevant utilities industry experience and understanding of the business. Have significant experience and skills influencing other various stakeholders. This would mean having excellent communication, interpersonal and organisational skills. And be fully competent in the use of standard Microsoft Office, as well as planning and reporting software.
Thames Water information and salary details
This role is based at Beckton sewage treatment works in East London. We are offering a salary of up to £35,000 dependent on experience and qualifications. Our excellent salary package includes a competitive contributory pension and a wider benefits scheme which includes an annual pay review, Company car allowance, season ticket loans and loyalty awards for continuous service plus many more.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
We are focusing like never before on delivering brilliant services and providing our customers with a great experience. We are in the process of transforming our business in order to achieve this. To help us succeed, we need a range of new skills and capabilities and will be recruiting for these in the coming months. We are on the lookout for talented people across our entire region who are interested in helping us to become the best water and waste-water company in the UK.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 12/12/2018.