Customer Experience Technician

  • Job Reference: SWW-154/20-2
  • Date Posted: 10 March 2020
  • Employer: South West Water
  • Location: Exeter
  • Salary: £20,000
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Would you like the opportunity to demonstrate your excellent customer service skills within one of the South West leading employers?

South West Water provides reliable, efficient and high-quality drinking water and waste water services throughout Cornwall, Devon, and parts of Somerset and Dorset. We believe that by investing in the future of our region, we are not only improving the quality of life for today’s residents and visitors but are also taking responsibility for future generations. Our aim is to continually drive up standards, particularly in the areas that matter most to our customers and be amongst the best in the water industry.

We now have an opportunity to join one of the South West's leading employers as a Customer Experience Technician in Exeter. This is an exciting opportunity to work in a challenging and stimulating environment, providing excellent customer service and contributing to business goals and objectives.

What will you be doing?

Reporting to the Service Delivery Team Manager and working within Developer Services, the Customer Experience Technician role is responsible for delivering high quality customer service to new water and sewer connections. The Customer Experience Technician will ensure a focus on customer service is continually maintained and that the customer and business impact is considered within all decision-making processes. 

The Customer Experience Technician will assist with running and reviewing reports and be first point of contact for internal and external contacts which are unable to be resolved by the Help Desk. Success will be achieved by meeting or exceeding set timescales, early resolution of customer contacts and by accurately recovering the cost of making connections (income). Compliance with Regulatory guidance and Legislation is vital, ensuring new and existing assets meet the required standards.

The successful candidate will be enthusiastic, organised and a strong communicator with the ability to resolve customer contacts and will be able to identify and make changes to reduce future unwanted contacts and complaints. They will also have excellent knowledge of all relevant systems, policy, processes and standards and are able to demonstrate the delivery of an excellent customer experience to our customers

What do you need?

  • A minimum of 5 GCSEs Grade C or equivalent including English or Maths.
  • Proven experience of working in a customer service, operational or engineering working environment.
  • Proven Administrative experience in a busy office environment
  • Experience of using computers and packages such as MS Office
  • Ability to demonstrate excellent levels of customer service and interpersonal skills with the ability to manage difficult customer situations.
  • Self motivated with an aptitude to learn.
  • Ability to work under pressure and to set deadlines.

What can South West Water offer you?                                                               

In return for your hard work as our Customer Experience Technician, we can offer a salary of circa £20,000 per annum. We also offer a range of excellent benefits, working within a team-orientated and collaborative environment, for a company that strives to be environmentally, socially and economically sustainable.

If you have the skills and experience to excel as our Customer Experience Technician, click apply today.