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Customer Case Officer

Dwr Cymru Cyf

Customer Case Officer

£29738

Dwr Cymru Cyf, Cae-mawr, Abertawe - Swansea

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 13 Apr | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 948bac59eaf44c36a89514468681b653

Full Job Description

  • Take local ownership for resolving all customer issues and for delivering excellent customer service; within a geographic / business area.

  • 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 a final resolution.

  • Ensure both adequate and appropriate internal investigation and action takes place in all cases. This will include keeping the customer informed during the investigation, liaising with other internal departments, operating partners and contractors until a resolution is obtained.

  • Maintain records of all communications with the customer, internal departments, operating partners and contractors, including time lines and actions taken.

  • Carry out any relevant research as required and when requested by the Line Manager.

  • Prepare daily, weekly, monthly statistical reports as appropriate and agreed with the Line Manager.

  • Provide input to the development of any company policy regarding customer service.

  • Meet the objectives and performance measures agreed with Line Managers.

  • Provide input and feedback to your line manager on improvement areas

  • 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.

  • Use of various SAP modules including ISU and CRM.

  • Creating orders and appointments where appropriate as per our customer demands and mandatory requirements.

  • Identify any additional services customers that require immediate, or bottled water within a 4 hour period and inform designated co-ordinator.

  • Be flexible about working patterns to meet the business needs.

  • You will be required to support designated standby in the area.

  • Assist in other duties that maybe requested from time to time by the Operations Supervisor or Team Leader.


    • Who you'll work with

    Internal
  • OCC

  • All other Distribution Areas

  • Other internal departments

  • R&M contractor


    • External
  • DCWW Customers

  • Local authorities and emergency planning groups

  • Domestic and commercial customers

  • DCCW

  • Local Authorities

    Knowledge, Skills & Experience

  • A good standard of education with a sound understanding of Microsoft software packages including but not limited to Excel, Word, Access along with the company's internal SAP packages

  • The drive and ambition to provide a first class service to our customers

  • Ability to deal with complaints in a professional and timely manner and to deal with sometimes difficult situations in a friendly, professional manner, whilst striving for a speedy resolution

  • Excellent communication and interpersonal skills both written and oral 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 to clearly identify and define issues of concern to customers and to undertake the review and resolution of customer complaints / concerns to a high professional standard

  • Ability to make recommendations in relation to the resolution and future avoidance of customer complaints

    Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.


    • To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives.

    We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work.

    To ensure an improved representation in our workforce, 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 not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

    In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

    Requirement to participate in standby rota (1 in 7) and 120 hours of planned overtime with additional earning potential of up to £1300 a year, As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

  • 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)


  • Enhanced employer pension contributions - Up to 11% employer contributions


  • Enhanced family friendly policies


  • Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes


  • Reduction on gym memberships and high street shopping


  • Cycle to work scheme


  • Free on-site parking at all our sites


  • 20% off all Welsh Water visitor attraction centres and gift shops


  • Car-leasing scheme


  • Health CashBack scheme


  • An employee assistance programme for employees and their immediate family


  • Colleague matched fundraising scheme up to the value of £500 per year for your chosen charity


  • Option to buy annual leave up to 5 days per year


    • Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment

    Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

    Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.