Customer Service Technician

Customer Support Technician – Wastewater Network Team

Accountabilities:

• On-site assessment of customer problems and initiation of remedial work.
• Responsibility for health and safety on-site.
• Driving first-time resolution of customer issues.
• Keeping customers informed at all times.
• Liaising with contractors to ensure timely and coordinated repairs of high quality.
• Updating regulatory data on corporate IT systems.
• Working as part of a team.

Knowledge and Skills: To be successful in this role, you’ll need to have achieved at least 5 GCSEs (or equivalent) grades A-C including Maths and English, and ideally hold NVQ level 3 in Customer Care. You’ll be able to demonstrate empathy in difficult situations and have excellent interpersonal skills. You’ll also have:

• Excellent communication skills, both written and verbal, across all levels with the ability to produce clear, concise technical data which is submitted to regulatory scrutiny.
• Initiative.
• Excellent customer service skills, setting realistic timescales and managing customer expectations.
• Ability to manage your own workload while balancing this with the ability to prioritize and think clearly under pressure.
• IT literacy.
• A full UK Driving Licence.
• Knowledge or understanding of how others resolve issues (best practice).
• Knowledge or understanding of problems faced within Wastewater Network Operations.