Salary - 36805
Work Type - Onsite
Job Location - Rochdale Wastewater Treatment Works, Roch Valley Way, Rochdale, OL11 4QH
Role Type - Permanent
Employment Type - Full Time
Working Hours - 40.0 Week per Week
United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.
We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.
We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.
We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.
Job Purpose
The Customer Support Technician role forms part of the Wastewater Network Team. This is a field based role, devised to drive the resolution of issues on the public sewerage network. You will predominantly be dealing face to face with customers at their property, investigating drainage problems and applying the correct techniques to resolve problems on the Wastewater Network. The Customer Support Technician is responsible for collecting data and producing an on-site report using United Utilities corporate IT systems, for each incident you attend. You will be the face of United Utilities, providing excellent Customer Service often in difficult circumstances and all weathers.
You will be required to work a rotating 10 hour shift pattern which averages 37 hours per week Monday to Sunday, the shifts cover the period from 0800 to 22:00
Job Accountabilities
- On-site assessment of customer problems and initiation of remedial work.
- Provide excellent customer service
- Responsible for the health and safety on-site
- Driving first time resolution of customer issues
- Keeping customers informed and managing customer expectations
- Collecting information and data from site and producing reports of a high quality
- Capturing regulatory data on corporate IT systems
- Updating sewer maps.
Knowledge and Skills
In order to be successful in this role you'll need to have achieved at least 5 GCSE's (or equivalent) at 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 verbal and written, across all levels with the ability to produce clear and legible data which is able to withstand regulatory scrutiny.
- IT literate.
- Excellent Customer Service skills setting realistic timescales and managing customer expectations effectively.
- Excellent organisation and time management skills with the ability to prioritise and think clearly whilst under pressure.
- Able to demonstrate logical problem solving skills.
- Mobile across a wide network area.
- Full UK Driving License.
- Ability to work under own initiative.
- Able to co-ordinate the involvement of others to resolve issues. (3rd party contractors)
- Knowledge and understanding of problems faced within Wastewater Network Operations.