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Complaints Officer in Cardiff

Vacancy has expired

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Job Ref: AWJ
Employer: Welsh Water
Industry: Utilities
Customer Service and Call Centre
Job Type: Temporary
County or City: Cardiff
Location: Cardiff
Map:
Salary: £18,757 ‐ £21,313

As a credible member of the waste water customer service team you will:‐

  • Provide exemplary complaint resolution and customer service to ensure a fair and consistent approach is delivered to our customers.
  • Work closely with operational teams to ensure effective communication is upheld with our customers through to resolution of their matter.
  • Maintain compliance with regulatory requirements relating to complaint handling, guaranteed standards of service, and customer appointments.
  • Maintain accurate records of all customer contact with DCWW IT systems.
  • Be an effective team player.
  • Provide manatduce MI as required.
  • Be required to interact and support good working relationships with other areas of the business.
  • Contribute to DCWW meeting its Serviceability Improvement Measures and compliance with regulatory requirements.
  • Undertake delegated duties from team leader as and when required.
  • Be flexible with regard to working patterns to meet the business needs.
  • Adopt “right first time” approach; ensuring we do everything we can to recover our standard of service, to avoid repeat complaints.
  • Maintain a high standard of grammatically and factually correct responses, whilst also applying empathy and clarity.
  • Be enthusiastic and self motivated – being able to work under your own initiative and be able to demonstrate a proactive and flexible approach to work.

Closing date: noon 11 February

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