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- Tasks: Support excellent customer service by managing enquiries and coordinating with teams.
- Company: Join a diverse team at Network Plus, committed to customer satisfaction.
- Benefits: Competitive salary, full benefits package, and a supportive work environment.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Strong communication skills and a proactive, solution-focused mindset.
- Other info: Great opportunity for career growth in a dynamic and inclusive workplace.
The predicted salary is between 21600 - 32400 £ per year.
To support the delivery of excellent customer service across the Severn Trent Water contract by acting as the central point of contact between customers, operational teams, and internal stakeholders. The role ensures that all customer interactions are managed efficiently, accurately, and with a strong focus on communication, service quality, and regulatory expectations.
Responsibilities
- Case Management & Customer Support
- Handle customer enquiries, complaints, and updates professionally and promptly, ensuring alignment with Severn Trent Water’s service standards.
- Manage open tickets, ensuring next steps, due dates, and actions are updated accurately.
- Keep customers informed throughout their journey (KCI), reducing uncertainty and preventing avoidable escalations.
- Carry out proactive follow-up calls after completed visits to confirm that work has been carried out to the customer’s satisfaction and address any concerns early.
- Operational Coordination
- Liaise with field teams, planners, and supervisors to support work delivery across the Severn Trent Water metering and clean water operations.
- Ensure all relevant operational information is captured clearly, including access requirements, customer expectations, and job notes.
- Support the allocation and prioritisation of work based on urgency, customer impact, and operational needs.
- Data & Reporting
- Maintain accurate system records (e.g., Qualtrics, Modular Plus, SAP, internal trackers) to support Severn Trent Water reporting requirements.
- Log root cause, assignable cause, next step, AM/PM slot, and ticket age fields consistently.
- Identify incomplete or missing operational or customer information and proactively resolve these gaps.
- Customer Experience & Quality
- Provide clear, empathetic communication that helps customers understand what is happening and what to expect next on Severn Trent Water’s behalf.
- Help improve customer satisfaction (CSAT) and influence C-MeX proxy performance by ensuring a smooth, transparent customer journey.
- Spot repeat issues, risks, or process gaps and feed these back to leadership to support continuous improvement across the contract.
- Collaboration
- Work closely with Project Managers, supervisors, and the wider customer and operational teams.
- Collaborate effectively with our client, Severn Trent Water, including their Customer, Operations, Planning, and Metering teams, to ensure aligned communication and smooth case progression.
- Share information proactively to prevent repeat visits, avoid miscommunication, and reduce customer frustration.
- Support colleagues and new starters by offering guidance and helping embed good customer experience practices.
Experience and Qualifications
- Strong communication skills with a calm, clear, and professional manner.
- Good organisational ability with attention to detail and reliable workflow management.
- Confident using multiple systems and reporting tools.
- Able to work under pressure, prioritise effectively, and maintain a customer-first mindset on a regulated water contract.
- A solution-focused, proactive approach that helps prevent issues before they escalate.
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Customer Co-Ordinator in Gloucester employer: Network Plus
Contact Detail:
Network Plus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Co-Ordinator in Gloucester
✨Tip Number 1
Get to know the company! Research Severn Trent Water and understand their values and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about clear and empathetic communication, try role-playing common customer scenarios with a friend. This will help you feel more confident when handling real customer enquiries.
✨Tip Number 3
Be proactive during interviews! Think of examples from your past experiences where you've successfully managed customer interactions or resolved issues. This will demonstrate your solution-focused mindset and ability to work under pressure.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re keen on joining us at StudySmarter and ready to contribute to excellent customer service.
We think you need these skills to ace Customer Co-Ordinator in Gloucester
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about customer interaction, make sure your application highlights your strong communication skills. Use clear and concise language to demonstrate how you can keep customers informed and satisfied.
Be Organised and Detail-Oriented: We love a candidate who pays attention to detail! In your application, mention any experience you have with managing multiple tasks or systems. This will show us that you can handle the operational coordination needed for this role.
Emphasise Your Problem-Solving Abilities: The job requires a proactive approach to prevent issues before they escalate. Share examples in your application where you've successfully resolved customer concerns or improved processes. We want to see your solution-focused mindset!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at Network Plus
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Co-Ordinator role. Familiarise yourself with Severn Trent Water’s service standards and how they align with customer service excellence. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role heavily relies on effective communication, prepare examples of how you've successfully handled customer enquiries or complaints in the past. Be ready to discuss how you maintain a calm and professional manner, even under pressure, as this is crucial for managing customer expectations.
✨Demonstrate Organisational Skills
Highlight your ability to manage multiple tasks and prioritise effectively. Bring examples of how you've kept track of open tickets or managed workflows in previous roles. This will reassure the interviewers that you can handle the demands of the job while maintaining attention to detail.
✨Emphasise a Solution-Focused Mindset
Prepare to discuss situations where you've proactively identified issues before they escalated. Share specific instances where your solution-focused approach improved customer satisfaction or streamlined processes. This will show that you’re not just reactive but also proactive in enhancing the customer experience.
