Specialist Coordinator

  • Job Reference: 22405
  • Date Posted: 17 November 2021
  • Employer: Thames Water
  • Location: Reading
  • Salary: £10.50 to £10.95 Per Hour
  • Sector: Customer Service
  • Job Type: Temporary
  • Duration: Initially 26 weeks
  • Work Hours: Full Time

Job Description

Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km’s of pipes, to keep taps flowing and toilets flushing. We are an essential service and have operated throughout the Covid19 pandemic. 

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.

What you will be doing
The purpose of the role is to ensure that all customers who advise us that their journey is not completed to their satisfaction, are picked back up and managed appropriately. The main driver is to ensure that by the end of their interaction with you, the customer would confidently classify their issue as “resolved”.
In this role you will work regionally, utilising the daily R&R “No Text Response” report, and ensuring that all customers are contacted within 24 hours (Mon-Fri).   As well as picking up new cases daily, you will have full responsibility for any ongoing journeys which are flagged to you during these contacts.  You have full autonomy to take the necessary actions required to resolve the customers’ cases, including interrogating various systems, liaising with multiple departments both inside and outside of the SMC, and following up on outstanding work.

In order to achieve these objectives, you must establish and maintain strong relationships with both field and office teams, adopting a highly collaborative approach to resolve customer issues. You must also be able to effectively manage a significant workload in a changeable environment, ensuring that customer satisfaction and promise-keeping are at the heart of every decision you make.

We’re looking for you to:
  • Have previous customer service experience.
  • Be able to work under pressure and meet demanding targets.
  • Be able to work effectively as part of a team.
What’s in it for you?
This is a temporary position working 36 hours per week, Monday-Friday 8 am-4 pm. The hourly pay rate is £10.95 per hour.