Process Advisor

  • Job Reference: 14002
  • Date Posted: 12 February 2021
  • Employer: Pertemps
  • Location: Reading
  • Salary: £20,000 to £28,000
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

About the role:
We are looking for an experienced Quality Process Specialist, you’ll be the customer’s ambassador – ensuring the department’s work has been carried out correctly the customer receives the best possible outcome. You’ll have the opportunity to build a relationship with multiple teams within Thames Water, and help to develop individual’s knowledge and skills. You will be an integral part in helping to reduce the volume of complaints received, which is a key objective that Thames Water are working to.

Key Accountabilities:
This is a unique opportunity as you will be responsible for developing, monitoring and improving procedures and processes to ensure that they are fit for purpose and will allow the department to ensure they are providing high quality service to our customers. You will also be providing feedback to colleagues and management, ensuring this is delivered constructively, helping to increase the level of quality carried out within our cases.

You’ll assist in the development and maintenance of a comprehensive quality management system to ensure that the work the department produces is of the highest quality possible and be responsible for carrying out an evaluation on the quality of work produced by teams across various work streams, ensuring the right procedures and processes are followed. Ensuring re-work of failures are rectified as quickly as possible.

Accountable for carrying out root-cause analysis on quality data and complaints data, identifying trends and presenting your findings to Senior Management and Accountable Managers, although with suggesting and leading on actions that could be implemented to improve quality overall.

In addition, you will also be supporting case clinics and appeals forums with your technical knowledge, helping to ensure that we reach the right outcomes for our Non-Household customers.

To be successful you will have the following skills and experience:
  • Excellent customer service – with outstanding communication skills and strong spelling and grammar skills.
  • Proven experience in a Quality Assurance/Checking role in a targeted environment.
  • Proven experience carrying out root-cause analysis.
  • Confidence to escalate issues to the leadership team.
  • Confidence to carry out meetings with the leadership team.
  • Be able to give constructive feedback.
  • Strong change management skills.
  • Be empathetic and supportive to colleagues.
  • Confidence to maintain good relationships with Stakeholders.
  • The resilience to work well under pressure in a target-driven environment and organise your own day.
  • IT literate – with the ability to pick up new software quickly and develop systems where required.
  • Quick learner – with the ability to pick up new processes quickly.
  • The ability to be flexible and adaptable to changing demands.
What’s in it for you:
Our competitive salary package includes an excellent contributory pension, 26 days holiday per year increasing to 30 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our referral scheme, where you can receive £750 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community, offering everyone two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities. 

 About us:
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning waste into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.
Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with award-winning mental health and well-being strategy.