Customer Resolution Officer

City:
Caerphilly
Address:
Caerphilly, Wales, GB, CF46 6LY

Job Requisition Number 8132

Work Type:
Temporary (18 month FTC)
Job Function:
Customer Services
Base:
South East Hub
Closing Date: 23:59 on 05/01/2026

As a Customer Resolution Officer, you will:

• Take ownership of effective customer communication both internal and external at all times
• Ensure full compliance with Service Level Agreements and regulatory requirements
• Be named point of contact and manage case load activity to ensure the customer has no reason to chase and have cause to complain due to lack of communication
• Be responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to our Service Level Agreements (SLAs) and regulatory requirements, including TMA
• Be responsible for scheduling both planned maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress. Any risk of failing to meet customer expectations to be escalated immediately
• Be responsible for actively monitoring incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner
• Manage field operations resource efficiently, producing an effective schedule of work, minimising on travel / sleep-time requirements and overtime by use of DCWW IT systems and processes
• Undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity. Appropriate escalation of “Investigate No Water’s” (INW’s) and water quality issues in line with procedure
• Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure DCWW meets its performance targets. Ensure all customer incidents within remit to technically complete, are contacted to ensure full resolution of incident prior to closure
• Use Operational Performance reports to classify and “TECO” open notifications in SAP, to support highest confidence rating in regulatory reporting
• Identify and escalate any reactive work that could lead to wide scale customer and environmental impact
• Ensure all data collection is of high standard to satisfy internal and external audits Management of customer call backs through C4C Inbox for designated areas of the business Technical completion of orders where authorised
• Complete “Final Call Back” calls to customers following completion of DCWW site activity in a timely and professional manner
• Identify opportunities to improve performance and customer service delivery
• Contribute to DCWW meeting our CMEX targets and maintain compliance with regulatory requirements

Internal

• Welsh Water Senior Staff
• Water Regulations
• Vulnerability Team
• OCC and BCC

External

• Customers
• Local Authorities – Councillors/AMs/MPs
• Other Customer Stakeholder groups eg Consumer Council for Water (CCW) and Ofwat
• External Training providers

Knowledge, Skills & Experience

• Experience gained and thorough understanding of Water/Wastewater services delivery and competent in terms of Water Services Operations
• A proven track record in providing excellent customer service
• Enthusiastic about putting our customers first every day
• Enthusiastic, self-motivated, have an eye for detail, and be able to demonstrate excellent organisational skills
• The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment
• Knowledge of the operational business with the ability to ensure excellent customer service in all situations
• High level of customer handling skills in order to use own experience in supporting the operational business in the delivery of excellent customer service
• The ability to work to defined deadlines and prioritise workload in order to meet those deadlines

• This is a temporary 18 month secondment
• The successful candidate will be required to…