What is the purpose of the role?
In the Customer Planner/Assurance role you will be responsible for understanding resource requirements and constraints as well as optimising resource utilisation to plan customer and maintenance work effectively as well as ensuring that every customer has a best in class interactions with you in the Customer Solution Centre. The role carries a high level of responsibility as you will look after a large geographical area, manage multiple stakeholders and be expected to flex between varying business requirements on a daily basis, be those duties of a Customer Assurance agent or Customer Planner. This role aims to deliver excellent service to our customers and is at the heart of prioritising and delivering work for our field teams as we strive to be the best in the industry.
Key responsibilities include: Ensuring problems are diagnosed accurately - talking to customers to understand the extent of the issue and its history, the impact it is having on them, potential causes of the problem and any restrictions on carrying out the work. Keep accurate records of what is discussed. Use corporate systems to review the history of problems in the area to understand potential causes and identify other customers that may be affected. Developing robust plans for field teams to solve issues on their first visit. Enter accurate details of what work is required in the work management system. Based on the diagnosis of the issue, select the correct resources to carry out the work, including people's skills and the equipment they will require. Proactively keep customers and other stakeholders up to date. Keep people informed about the status of the work, including successful resolution, any delays or additional work required. Take ownership of ensuring the issue is managed through to resolution, including handover between shifts where needed. Maintain accurate records of discussions. Dealing with and swiftly resolving customer complaints, managing customers through lengthily journeys if required, putting the customer at the heart of every journey.
What will this role involve?
Proactively keep the customer informed at all stages of the journey, providing a quality service and best in class experience.
Raise required work following customer contact, diagnosing the issue and ensuring all requirements are met to resolve the issue promptly.
Act as a customer champion by taking personal ownership for the customer journey, responding to queries and complaints and resolving issues.
Responsible for interacting with all customers in a timely, professional, efficient and polite manner.
Able to confidently engage in challenging conversations with difficult customers and when managing complaints or disputes.
Support operational events and pollution incidents as required.
Ensure the correct type of job is raised to meet customer requirements.
Communicate with customers via a number of different channels, including phone and written correspondence.
Complete close the loop activities to ensure the customer journey is completed and effectively communicated to all relevant parties.
What are we looking for?
Experience in working in a fast paced, customer service environment. Ability to conduct analysis of data to identify potential issues. Previous Water / Waste Water industry experience desirable. Evidence of previous work allocation to Field based teams. Able to demonstrate ownership for work requirements.
Thames Water information and salary details
This role is based in Slough and is a 9 month fixed term contract offering a salary of £20,500 + 5% shift allowance. 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 01/05/2019.