What is the purpose of this role?
This customer service agent role involves scheduling and planning jobs. A Scheduler is responsible for the scheduling all types of developer services work to field engineers and enablers and anyone else that has been trained to carry out the roles. This work should be scheduled to be completed within the published SLA's. The schedule should be built to be the most efficient given the levels of resource and timeframe to complete the job.
A planner is responsible for any work related to clean water jobs that is ready to be assigned to our delivery partners to plan the connection date. This work should be checked for complete information and assigned to the relevant delivery partners within the published SLA. Other activities that need to be done include managing the chlorination process and TAPS 5 to ensure that water quality is not compromised.
What makes this role unique?
This is your chance to join a department that directly affects our customers and contributes to providing a fantastic end to end service. You will form part of a lively, mixed team, mainly scheduling Meets, Site surveys and Inspection.
This role will require you to learn in depth about Geographic areas covered by Thames Water and scheduling the jobs to our field engineers in a most efficient way based on the field resourcing. You will be responsible for advising customers such as architects, planners and everyday home owners, so you will need to adapt your communication style depending on who you are talking to.
What will this role involve?
Provide excellent customer service
To scheduling and assigning all types of developer services work within the published SLA's
Contribute to team success by learning and demonstrating Thames Water values, sharing knowledge and best practice
Carry out accurate work complying with company processes and regulatory requirements to agreed performance targets
Identify opportunities to change processes to improve the customer journey.
What skills are we looking for?
Someone who is productive organised and self-motivated, with good computer skills, a keen eye for detail and a fantastic approach to customer service. Understanding of Work Management Processes and Systems preferred. Fully competent at using the appropriate Company IT systems and Office software.
Customer service experience required. This can be a fast paced role and we are looking for someone who is a team player with well-developed interpersonal skills. Ability to work under pressure to meet demanding targets. We are looking for quick learners who will either already have working knowledge of CRM and ECC, or be able to pick up fairly quickly. Some knowledge of Thames Water geographical areas would be advantage but not essential.
This role covers 36 hours a week, Monday to Friday and we will be offering £9.98 to successful candidate . The team covers the working hours from 7.30am to 5.00pm so you should be prepared for change of shift based on team resourcing. We're in Reading town centre and the job is ongoing temporary but if permanent positions come up and you're doing well, you're welcome to apply.