Customer Service Co-Ordinator

DWR CYMRU WELSH WATER; Wales; On-site; GBP 25,000 - 35,000; Full time

Job summary

A water utility provider in the United Kingdom is seeking a dedicated professional to ensure excellent customer service. Responsibilities include resolving customer issues, maintaining communication records, and collaborating with internal departments. Ideal candidates possess strong communication and analytical skills, and have a good standard of education. This position offers unique benefits, including enhanced pension contributions, progression opportunities, and support for personal development.

Benefits

Variable pay schemes

Enhanced employer pension contributions

Gym and fitness discounts

Cycle to work scheme

Qualifications

• Ability to deal with complaints in a professional manner.
• Excellent interpersonal skills for internal and external communication.
• Ability to handle difficult situations positively.

Responsibilities

• Take ownership of resolving customer issues.
• Maintain communication records with customers and partners.
• Assist in preparing statistical reports and policy development.

Skills

Customer service

Communication skills

Analytical skills

Education

Good standard of education

Tools

Microsoft Excel

Microsoft Word

Job description

Responsibilities

• Take local ownership for resolving all customer issues and delivering excellent customer service.
• Assist the unit in contacting 100% of customers who have had dealings with DCWW within a geographic business area with the aim of delivering sector‑leading customer service.
• Identify all customers who have had to contact the OCC more than once for any work type and, in partnership with the customer, take their problem through to final resolution.
• Ensure both adequate and appropriate internal investigation and action take place in all cases, keeping the customer informed during the investigation and liaising with other internal departments, operating partners and contractors until a resolution is obtained.
• Maintain all records of all communication with the customer, internal departments, operating partners and contractors, including timelines and actions taken.
• Carry out any relevant research when required as requested by your manager.
• Prepare statistical reports as appropriate and agreed with your Line Manager.
• Provide input to the development of any company policy regarding customer service.
• Work flexibly as part of the customer service team and strive to develop the role, helping our organisation to become a leading provider of customer service within the industry.
• Aid line managers to ensure that all relevant standards within the company's customer care policy are met or exceeded.
• Creating orders and appointments where appropriate as per our customer demands and mandatory requirements.
• Monitor incoming blue light calls to ensure we are aware of all activity within the distribution network, and provide data to the OCC to enable text messages to be sent to customers to prevent unwanted calls being received.
• Identify any additional services customers require immediate assistance or bottled water within a 4‑hour period and inform the designated co‑ordinator.
• There may be a requirement to support designated standby in the area.
• Assist in other duties that may be requested from time to time by the Supervisor.

Who You’ll Work With

Internal departments, contractors, operating partners and the Site Services Co‑ordinator.

Qualifications

• A good standard of education with understanding of Microsoft software packages including but not limited to Excel, Word.
• The drive and ambition to provide first‑class service to our customers.
• Ability to deal with complaints in a professional and timely manner.
• Ability to deal with sometimes difficult situations in a friendly manner.
• Excellent communication and interpersonal skills both written and oral, enabling you to deal with internal and external parties in a professional manner, developing solutions and communicating these across the organisation as efficiently and effectively as possible.
• Well‑developed analytical skills.
• Clearly identify and define issues of concern to customers.
• Undertake the review and resolution of customer complaints/concerns to a high professional standard.

Benefits

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within‑band increase and a yearly incentive).
• Option to buy additional annual leave up to 5 days per year.
• Enhanced employer pension contributions – up to 11% employer contributions.
• Free mortgage brokering services.
• Enhanced family‑friendly policies.
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes.
• Gym and fitness discounts as well as high street shopping.
• Cycle to work scheme.
• Discount off all Welsh Water visitor attraction centres and gift shops.
• Car‑leasing scheme and free on‑site parking at all sites.
• Health cashback scheme and access to an online GP service.
• An employee assistance programme for employees and their immediate family.

Diversity and Inclusion

Equality, diversity and inclusion provide the very foundation to our culture. We want every individual to feel confident, proud and able to bring their whole selves to work. Applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, females, LGBT+, non‑binary and people with disabilities. Together we continue to build a workplace that celebrates the diverse voices of our colleagues and represents each customer we serve.