Metered Consumption and Leakage Case Manager

Description

• Identifying specific customer needs through active listening and interpreting customer behaviours to offer additional services, affordability tariffs
• Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team
• Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through WebEx, conference calls and quality
• Handling customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
• Creating bespoke letters to respond to written customer contact, within the agreed internal timescale ensuring that the responses provided meet the Company’s DG targets
• Determining eligibility for in policy and outside of policy leak allowances
• Being responsible for the correct application of relevant governance relating to policy, procedure, or financial management
• Delivering consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values
• Reviewing of charge lines, dates, backdating of charges and validation of charges
• Taking ownership to provide end to end customer service throughout the high consumption and customer leakage process
• Liaising with South West Water field staff, our Partners, and external contractors in the resolution of consumption contacts in accordance with procedures and guidelines
• Positively contributing to identifying process improvement opportunities or highlighting corrective activities to ensure maximum team performance is achieved
• Following through on committed actions, ensuring promised timescales are met and customers are kept informed of changes

Requirements

• Ability to identify and apply Leak Allowance and GSS
• Customer service experience
• Able to compile a substantive and structured letter/email
• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
• Consistent and correct application of governance activities relating to SWW’S/B/W policies, procedures, or financial management

Benefits

• Competitive Contributory Pension
• A discretionary Bonus
• We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition
• Generous holiday allowance plus bank holidays
• Access to the Company Sharesave Scheme

Training + Development

Interview process

Visa Sponsorship

Security clearance