Customer Assurance Agent Job In Reading

Customer Assurance Agent


  • £10.65 per hour
  • Posted: 09/09/2019
  • Reading
  • Job Ref: 748101505
  • Permanent

Job Details

Customer Assurance Coordinator

Purpose of this position:
The Customer Assurance role is the key interface between the client and its customers, responsible for keeping a customer informed on progress throughout their journey. This involves case managing an issue and proactively working with relevant internal and external stakeholders to meet our customer promises and ensure that Thames Water achieves and maintains a CSAT score of >4.5.

An understanding of the clients business and the types of issues customers may face is crucial for the role in order to bring multiple teams and sources of information together. This plays a significant part in helping the progression of work and ensuring jobs are completed within SLA

Key Responsibilities:
" Close the loop and hold the loop calls completed within SLA
" Ability to manage timings and prioritise work to ensure SLAs are met
" Search and investigate work history to understand related or duplicated work orders and provide relevant context when updating customers
" Update Team Manager and escalates situations as appropriate, with accurate information and comprehensive understanding of issue
" Act as a customer champion by taking ownership for every customer journey and case-managing throughout their interaction with Thames until all work is completed
" Provide assistance, support and guidance on all customer issues
" Understand promise can provide to customer and set expectations
" Able to confidently engage in challenging conversations with difficult customers and when managing complaints or disputes
" Raise, action and manage call backs for internal and external customers
" Ensure the customer is updated throughout their journey
Represent the client by Interacting with all customers in a timely, professional, efficient and polite manner (including external customers, network engineers, contractors, Operations Contact Centre, Escalations, Customer Insight and Resolution, colleagues within the Customer Assurance team)
" Adhere to correct customer contact process
" Provide a customer service delivered in a consistent and compliant manner that is cost effective, maximises productivity and is in accordance with the client and external contractual requirements
" Commercial awareness to ensure fines are kept to a minimum
Manage each customer case through CRM by raising Interaction records Complete Acuity survey correctly following inbound calls
" Work collaboratively with cross functional teams (including Escalations, Field teams, Planning and Dispatch, Operations Contact Centre, Contractor Planning, Customer Side Leakage)
" Fully engaged as a member of the team through constructive contribution
Facilitate work progress and completion according to required time frames
" Identify, analyse and improve upon existing departmental and organisation processes to improve the way we work as a team and a business, increase standards of quality and productivity and help support the team in the way they work on a daily basis
Identify smarter ways of working which reduce the workload for staff, but do not compromise the customer experience

This position will be based in our Green Park office and you will be working Monday to Friday 9am to 5pm. The hourly rate for this position will be £10.65 per hour.

If you are interested please do contact me and I will be happy to go through this position with you.