What is the purpose of this role?
Our Customer Care team handle telephone contact from customers who have a complaint.
As a Case Manager, you are responsible for owning customer issues from the point you receive them through to final resolution. You'll manage your own workload under pressure, ensuring work is completed within business and regulatory timeframes. You'll build a caseload of customers that you own and are accountable for.
On receipt of a customer contact, you'll open a case and own that customer and their issue from then on. Initially, you'll speak with your customer over the phone to gain a thorough understanding of the issue. Subsequently you'll interrogate systems and use your technical knowledge to decide on the next course of action.
If there is work or more information required to resolve the issue, you'll work with a wide range of stakeholders to piece together the information you need to make a considered and accurate decision of the next steps. You'll then trigger the next steps by arranging the necessary work, while at the same time keeping your stakeholders and your customer fully informed along the way.
What makes this role unique?
You will often be faced with differing opinions from the business about how to resolve a complaint. Therefore you'll need to negotiate with a wide range of stakeholders within the business to achieve the right outcome for the customer. This may involve escalating the complaint to senior stakeholders to challenge decisions which you believe are wrong.
When the issue is resolved, you'll contact your customer by telephone to confirm the outcome. If you're unable to reach them by phone, you'll be required to write a full response via email or letter. You'll be targetted based on the quality and efficiency of your response, working within pre-defined timescales for case handling, along with complaint resolution, by which you will avoid the customer contacting us again about the same issue.
You'll record all of your work with precision and detail, while also having a deep understanding of various other side systems used by other areas of the business. Our system collates and reports information to the business which is reported to Ofwat in line with the company regulatory commitments.
What will this role involve?
This role will involve:
Respond to customer complaints and enquiries and stakeholders over the phone and in writing
Liaise with a wide range of stakeholders within and outside of the business
Negotiating with customers to achieve an outcome that satisfies their complaint
Negotiating with stakeholders within the business, to agree outcomes they sign up to
Display full ownership of a customer journey from point of contact to point of resolution
Control the customer journey, making it a positive one, and being accountable at all points
Balance customer satisfaction with cost to the business
Liase with external Stakeholders and use those relationships to drive better outcomes for customers
Take full ownership of customer issues from start to end, some spanning several months - requiring stamina and focus to drive to resolution
What skills are we looking for?
To be successful in this role you will have excellent customer service skills and problem solving abilities in a customer facing environment. Proven experience in first contact resolution as well as willingness to work in changing environment.
You will possess outstanding written & negotiation skills, with the ability to create a professional letter in various styles. You will have excellent understanding of the Operations & Revenue business and a good understanding of internal systems and processes.
You will also be IT literate, us MS Office, SAP CRM and other company software, with the ability to learn new software quickly. You will possess the ability to work under pressure to meet demanding targets and have the ability to be flexible and positive to ever changing customer and business needs.
This role is based in Green Park, Reading. We are offering an hourly rate of £10.44 - £12 an hour to work flexible shift patterns between 8am and 8pm, Monday to Friday. This is an ongoing temporary position lasting at least 6 months. You will be required to work every other weekend but you will get time off in the week so you will only ever work 5 days a week.
We are assessing for this position on 20/04/17 at 12 pm so please ensure you are available at this time to interview before you apply.