At a Glance
- Tasks: Be the voice of Thames Water, resolving customer complaints and managing a dynamic caseload.
- Company: Join the UK's largest water and wastewater company with a commitment to sustainability.
- Benefits: Enjoy a competitive salary, generous holiday, and a range of health and wellbeing perks.
- Other info: Flexible working arrangements and excellent career growth opportunities await you.
- Why this job: Make a real difference in people's lives while building meaningful relationships.
- Qualifications: Strong communication skills and a passion for improving customer experience are essential.
The predicted salary is between 33000 - 40000 £ per year.
Contract: Permanent
Salary: 33,000 to 40,000 per annum depending on experience
Are you a great communicator who thrives on making a difference? In this role, you'll be the Customer Liaison for the Wastewater area in North London. You will manage a busy caseload and take full ownership of your area, investigating and resolving customer complaints with waste team members. In this varied and people-focused role, you will be the voice of Thames Water and use your effective communication skills to resolve customer challenges.
What you'll be doing as a Customer Liaison:
- Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints with waste team members.
- Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey.
- Collaborating with teams across the business to find timely and effective resolutions.
- Main point of contact for case managers.
- Be responsible for managing the trackers for open complaints for the region, ensuring the right information is provided in a timely manner to the relevant Customer Team.
- Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of their progress.
- Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company, resolving customer concerns efficiently.
- Controlling the customer journey to make it as positive as possible while maintaining accountability at every step.
- Balancing customer satisfaction with the financial considerations of the business.
- Building meaningful relationships, acting as a single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
- Attending site visits, with members of the teams, being the main contact for the customers, then keeping them informed every step of the way.
Location: Hybrid with access to North London and Beckton STW and our Hammersmith PS office.
Hours and Working Pattern: 38 hours a week, Monday - Friday
What you should bring to the role:
- A customer advocate with passion and determination to improve customer experience.
- A good communicator who can work collaboratively with many different teams and colleagues across the company.
- Excellent written and verbal communication skills with a customer focus.
- Experience of engagement with customers and strong interpersonal and influencing skills.
- The ability to manage your own workload, prioritise tasks and decide on suitable action to resolve the issue.
- Ability to explain complex information in an easy-to-understand manner.
- Resilience and adaptability, able to manage challenging cases while staying professional and impartial.
- Strong negotiation skills to achieve successful outcomes with customers and internal teams.
- A problem-solving mindset with a commitment to taking ownership and delivering results.
- Technical skills: proficient in MS Office (Excel, Outlook, Word) and comfortable using operational systems like Salesforce and GIS.
- Commercial awareness to balance customer needs with business goals.
- Confidence in building strong relationships with customers and stakeholders.
- Decisiveness in resolving queries and a calm approach under pressure in a target-driven environment.
- Flexibility and adaptability to handle changing priorities in a reactive environment with ease.
- A full clean UK driver's licence is essential, as is use of a car for business purposes.
Additional skills and experiences would be great to have/bring:
- Good knowledge of waste networks issues and the wholesale wastewater operational business.
What's in it for you?
- Competitive salary from 33,000 to 40,000 per annum depending on experience.
- 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
- Performance-related pay plan directly linked to company performance measures and targets.
- Generous Pension Scheme through AON.
- Access to benefits to help you take care of your and your family's health and wellbeing, and your finances.
We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference. As part of our family, you'll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.
If you're looking for a sustainable and successful career where you can make a daily difference to millions of people's lives while helping to protect the world of water for future generations, we'll be here to support you every step of the way.
We're committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, just let us know, we're here to help and support.
Customer Liaison - Beckton, Greater London employer: Thames Water
Thames Water is an exceptional employer, offering a dynamic and supportive work environment where you can truly make a difference in the lives of millions. With competitive salaries, generous benefits including a robust pension scheme and health support, and a commitment to employee growth through meaningful career opportunities, you'll find a fulfilling career path here. Located in Beckton, Greater London, our hybrid working model allows for flexibility while you engage with diverse teams and communities, ensuring every day brings new challenges and rewards.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison - Beckton, Greater London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with current employees at Thames Water. Building relationships can give you insider info and even lead to referrals.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service. Think about how you'd handle specific complaints or challenges, as this role is all about effective communication and problem-solving.
✨Tip Number 3
Show your passion for customer advocacy during interviews. Share examples of how you've improved customer experiences in the past, and highlight your determination to make a difference in this role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Thames Water family.
We think you need these skills to ace Customer Liaison - Beckton, Greater London
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for customer service shine through in your application. We want to see how you can make a difference and improve customer experiences, so share examples that highlight your passion and determination.
Tailor Your Communication:Make sure your written application reflects the effective communication skills we’re looking for. Use clear and concise language, and don’t forget to demonstrate your ability to explain complex information simply.
Highlight Your Problem-Solving Skills:We love a good problem-solver! In your application, showcase instances where you've successfully navigated challenging situations. This will help us see your resilience and adaptability in action.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for this exciting role!
How to prepare for a job interview at Thames Water
✨Know Your Stuff
Before the interview, make sure you understand Thames Water's mission and values. Familiarise yourself with the Wastewater area and common customer issues. This will help you demonstrate your passion for improving customer experience and show that you're genuinely interested in the role.
✨Show Off Your Communication Skills
As a Customer Liaison, effective communication is key. Prepare examples of how you've successfully resolved customer complaints in the past. Be ready to explain complex information simply, as this will highlight your ability to connect with customers and internal teams alike.
✨Demonstrate Problem-Solving Prowess
Think of specific instances where you've taken ownership of a challenging situation and turned it around. Discuss your approach to prioritising tasks and managing your workload, as this will showcase your resilience and adaptability in a fast-paced environment.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the company culture. This not only shows your interest but also gives you a chance to assess if Thames Water is the right fit for you. Consider asking about team collaboration or how they measure success in customer satisfaction.
