Customer Service Advisor

Role

Title:

Customer Journey Technician / Customer Service Advisor
Business area:
Customer Service

Location:

Pride Park / Derby (weekends are WFH once you have passed training)

Hours:

2-10 pm including weekends

Key Accountabilities:

- Proactively manage customers through any potential failures in delivery to avoid complaints and repeat calls by keeping them advised of status of work and the steps that are necessary to complete their work.
- Manage customer expectations on works that need to be rescheduled due to events and emergencies.
- Work collaboratively across Workforce Planning & Optimisation and Operational areas to prioritise customer commitments that are broken or jeopardised to establish the quickest and more effective way to restore trust and belief that work will be carried out.
- Build and sustain excellent stakeholder relationships from frontline staff to regional business leads within Severn Trent Water and across our 3rd party contractors, highways agencies, councils, and any other relevant suppliers.
- Provide coaching and upskilling across Workforce Planning & Optimisation in customer handling skills to support colleagues in how to deliver difficult messages and handle objections/challenges in a professional and resilient manner.
- Case managing high profile customer issues/ongoing complaints so that customers are pro-actively kept informed and supported whilst their queries are being delivered.
- Conducting Root Cause Analysis of written reportable complaints within Workforce Planning & Optimisation, in turn supporting across company customer complaints functions to improve the speed of reply and reduction in Workforce Planning & Optimisation caused failures.

Experience:

- A background in customer service.
- A positive and empathetic approach to resolving customer queries.
- Identifies issues, generates workable solutions, and makes rational judgements.

Desirable:
- Experience in CRM and telephony software and systems.
- Experience in a customer focused organisation

Capabilities:
- Ability to deal with customer complaints, escalations, and problems to fully resolved outcome.
- Ability to multitask and operate to strict timelines.
- Ability to work under pressure in a dynamic and changing environment.
- Be a confident effective communicator to all operational and business stakeholders.
- Demonstrate strong day to day decision making capability alongside personal accountability for actions.
- Demonstrate self-control and react positively when working in difficult situations and under pressure.
- Ability to work well in a team, sharing knowledge, being supportive and team spirited.

Qualifications:

- GCSE's graded A-C (or equivalent) including English and Maths