Customer Case Handler at Southern Water

We are looking to recruit a Customer Case Handler to work in our small, but expanding, Customer Leak Team to provide excellent customer experience by effectively and timely managing all aspects of our customer leakage process. You will be part of a small and dynamic team helping our customers repair their leaks, focusing on the customers experience from start to finish.

Key Responsibilities

• Accurately manage our database and keep track of different cases, both new and older ones.
• Communicate with different teams within SWS and our customers to quickly and efficiently resolve their leaks.
• Manage enforcement related processes to help leak resolution.
• Building and maintaining positive working relationships with stakeholders across all departments of the business as well as external stakeholders and customers.
• Prioritising jobs based on volume and runtime.
• Reporting on  a weekly basis for wider team distribution
• Help deal with any complaints and queries form customers.
• Arrange leak allowances for customer with resolved leaks.

To be successful in this role, you will be:

• Ideally have an extensive knowledge and understanding of the customer side leakage and waste notice process.
• Knowledge of Waternet, SAP, Maximo, CSMS, Waterworx, Ellipse all Microsoft programs would be beneficial.
• You will need to have excellent customer service skills to guide our customers through the Waste of Water Notice process.
• You will be highly organised and a confident communicator, both verbally and in writing.
• Every customer is different so may need a different resolution, so a flexible mindset and problem-solving skills are useful.
• You will be able to motivate yourself and be able to work as part of our team.
• Attention to detail and accuracy is paramount.