As a case manager, you’ll be the first point of contact for written complaints – which you will resolve for the customer within given timescales. You’ll be an effective communicator, keeping the customer informed throughout the process. You will manage the resolution of the complaint through skilled negotiation with a wide range of stakeholders throughout the business, becoming the customer’s champion when faced with barriers or challenges. You’ll take ownership and responsibility of issues until you’ve been able to answer all the points raised by the customer. In addition, you’ll keep clear notes on the customers account, detailing the investigations and actions you’ve taken along the way. Once the complaint is resolved, you’ll contact the customer by telephone to advise them of t he outcome, or where the customer is not available, write a full and detailed response. You’ll be targeted on the quality and thoroughness of your response to the customer, on its effectiveness to stop repeat complaints from them on the same issue, and whether the complaint was managed to timeframe.
What makes this role unique?
In this role, you’ll be the customer’s ambassador – their voice within the company. You’ll have the opportunity to build a relationship with them, providing a single point of contact for them until the resolution of their complaint. Initially, you’ll speak to your customer to gain more insight into the issue, and then you’ll keep them updated and informed throughout the process. You’ll manage and own your own caseload, arranging and organising activities, keeping track of ongoing work, and upda ting customers as necessary.
What will this role involve?
To be responsible for the investigation and resolution of written customer complaints.
To be the main point of contact for customers within your caseload – keeping them fully updated at all times.
To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines.
To liaise with a wide range of stakeholders throughout the business.
To negotiate / escalate unresolved issues and complaints with the relevant areas of the business to ensure resolution for your customer within regulated timescales.
To ensure all Thames Water policies and procedures relating to customer complaints are followed – but, also to think outside of these where necessary to get a solution suitable to the customer and the company.
To use the Here for Customers principles in all telephone and written communication.
To control the customer journey, making it a positive one, and being accountable at all points.
To have awareness of financial implications linked to customer outcomes.
To balance customer satisfaction with cost to the business.
To build a network of strong and respected relationships across the business – many of whom may be senior members of staff.
To liaise with external partners to resolve ongoing issues.
To have the confidence and ability to make decisions using large volumes of technical / complex information.
To take full ownership of customer issues from start to finish – often spanning several months – requiring resilience and focus to drive resolution.
What are we looking for?
Excellent customer service – with outstanding telephone communication skills. The ability to write an effective letter in line with Thames brand. Strong negotiation skills – to gain a successful outcome when dealing with other areas of the business, and with the customer themselves. Strong problem solving skills – including taking ownership and accountability. Good understanding of Commercial awareness. Confidence to maintain good relationships with Stakeholders. T he ability to make correct decision for query resolution. The resilience to work well under pressure in a target-driven environment. IT literate – with the ability to pick up new software quickly. The ability to be flexible and adaptable to changing demands.
Thames Water information and salary details
This is role is based in Swindon and is offering a salary between £18,700 and £19,500. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 31/12/2018.
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