Role Title
CUSTOMER LEAKAGE ADVISOR
Salary up to £19,134 per annum
Based at Walsall, West Midlands
As part of a small dedicated team and reporting to the Customer Operations Team Leader, you will ensure that all aspects of Leak Administration are undertaken promptly and efficiently to optimise Customer Service Levels and Leakage Targets.
You will prepare and issue Defective Fittings Notices, together with all other associated leakage documents under our current processes and procedures. You will play an active role in liaising with customers, internal departments and external contractors, as well as answering general customer telephone enquiries and complaints.
It is essential that you have a proven track record in customer service skills together with being a strong team player with a good standard of education. You will be proficient in Microsoft Office applications and a knowledge of Water XP would be advantageous.
Administration experience is essential and you will also have good written and communication skills, along with the ability to work with minimal supervision.
Key Accountabilities
(min 3 & max 6) |
Tasks |
| 1.
Administration Duties |
- Preparing all information required to issue Defective Fittings Notices and checking for duplication.
- Issuing of Defective Fittings Notices advising of leak on Supply Pipe. External post and email method.
- Processing Leakage Operations Field System Jobs
- Raising Re-inspection tasks onto Water XP. Monitor results of visits – undertake any required action should the re-inspection fail.
- Contact customers in respect of Private repairs / Private Relays and update Water XP to close down job to reflect the leak has been repaired or pipework relayed.
- Raise authority paperwork for customer cheques for relays and send to customer.
- Run 7 day, 9 day, 14 day, 16 day and 30 day reports from Water XP. This ensures we are aware of which jobs need to be passed compulsory and any jobs which are perhaps problematic and require further attention. (Monitoring).
- Issue Compulsory Notices based on information from reports.
- Process Post which is received daily in returned pre-paid envelopes.
- Prepare Information Sheets and pass all repairs to contractor on daily basis.
- Deal with all reports of No leak found incidents following visit from the Contractor. Liaise between Originator and Contractor to ensure satisfactory conclusion reached.
- Through processing of incoming work – ensure all potential missing properties are passed to Echo to actioning. Ensure these are chased regularly.
- Based on results of visits by Contractors, for all leaks that are Proved Internal or Under a Building, we need to ensure quotes are issued to customers and they are chased regularly to ensure they rectify the problem and Water XP is updated.
- Filing of completed jobs in archive.
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| 2.
Handling Incoming & Outgoing Telephone Calls |
- Answer customer’s calls. Thorough process, obtain all relevant information, update Water XP accordingly. Give appropriate guidance, advice and reassurance in order to minimise additional contact and/or complaints. You are expected to be professional, positive and remain polite during all calls.
- Answer calls from Contractors, Customer Liaison Officers, Leakage Operations Operatives and Echo. Through process of conversation determine if any action is required by Leak Administration or any other associated departments. Take any action necessary to assist in ensuring results.
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| 3.
Problem Solving |
- Liaison with Contractor/s and other departments to ensure problems/enquiries for the Company or Customer are resolved amicably within an acceptable timescale.
- As and when system changes or implementation is required you are required to undertake any necessary testing of the system and procedures and make appropriate feedback to ensure effectiveness.
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Application details
To apply, please download an application form below and e-mail vacancies@south-staffs-water.co.uk or
for more information, please contact Human Resources
on 01922 638282
Closing Date: 22nd August 2008
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