Customer Operations Technician

South Staffs Water; Walsall; On-site; GBP 40,000 - 60,000; Full time

Job summary

A water service provider in Walsall is seeking a Customer Operations Technician to enhance customer communication during maintenance activities. In this role, you'll deliver updates, manage internal coordination, and ensure compliance with standards. Ideal candidates will possess excellent communication skills and experience in customer service, especially with vulnerable clients. The position offers a competitive salary and various benefits, including holidays and a pension plan.

Benefits

Competitive salary

25 days holiday + bank holidays

Company pension with employer contributions

24-hour helpline for personal matters

Eyecare vouchers – via Specsavers

Employee Assistance Programme (EAP)

24/7 remote GP access

Responsibilities

• Deliver clear and timely customer communications linked to operational events.
• Update the works management system with job progress and messages.
• Support the dispatch team during urgent events and communicate with customers.

Skills

Excellent communication skills

Organisational skills

Experience in a customer service environment

Managing data and communication channels

Education

Proficiency in Microsoft applications

Functional Skills qualifications or GCSE-level competency

Customer service qualifications

Tools

IBM Maximo

Aptumo

Essendex

Job description

Job Title : Customer Operations Technician

Salary : Competitive

Location : Walsall / Fradley

As a Customer Operations Technician with South Staffs Water, you’ll play a vital role in keeping our customers informed during planned and unplanned repair and maintenance activities. You’ll work closely with field engineers, dispatch teams, and our call centre to deliver timely, accurate, and proactive updates across multiple communication channels. Your work directly contributes to reducing customer dissatisfaction, minimising inbound contact, and ensuring an excellent customer experience throughout the lifecycle of operational activity.

The Role

As a Customer Operations Technician , you will be responsible for delivering clear, consistent, and timely customer communications linked to operational events. You’ll use a range of business systems and processes to issue updates, manage information, and support internal teams during both routine and urgent situations.

Key Responsibilities Include

• Ensuring full compliance with company standards and operating with integrity at all times.
• Using business systems to deliver timely updates to customers affected by planned activities.
• Supporting the dispatch team during urgent or emerging events, including making direct calls to customers on the Priority Services Register (PSR).
• Updating the works management system with job progress and KCI messages.
• Recording customer updates in the billing system as required.
• You’ll work closely with internal teams such as network & control rooms, the CLO team, water quality, the call centre, and the customer journey & experience team.

What You’ll Need

Skills, Experience & Knowledge

• Excellent communication skills, with the ability to engage confidently with a wide range of stakeholders and customers.
• A target‑driven approach with strong organisational skills and the ability to manage your own workload effectively.
• Experience in a customer service environment, ideally including interactions with vulnerable customers.
• Experience managing data and coordinating multiple communication channels.
• Familiarity with IBM Maximo, Aptumo, and Essendex systems is desirable but not essential.

Education & Qualifications

• Proficiency in Microsoft applications (essential).
• Functional Skills qualifications or GCSE‑level competency (essential).
• Customer service qualifications (advantageous but not essential).

What You’ll Get In Return

• A competitive salary plus benefits.
• 25 days holiday + bank holidays.
• Company pension with employer contributions.
• 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital, and health matters.
• Eyecare vouchers – via Specsavers.
• Employee Assistance Programme (EAP).
• 24 / 7 remote GP access.