Customer Service & Network Dispatcher
Totnes, England
South West Water – SWW - Operations - Waste Water Services /
Permanent full-time /
On-site
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
Are you a customer-focused individual looking to progress your career with a company that prides itself on its people?
We currently have a Customer Service & Network Dispatcher position available for a motivated individual to join our team in Totnes. Joining us on a full-time permanent basis, you will receive a competitive salary of £26,036 per annum plus excellent benefits.
About the role
Based within an operational area, you will be embedded with the CS&N team to act as the main point of contact for 1st response to reactive requests for work, triaging customer contacts that require investigation by the field Engineers and scheduling their attendance alongside other reactive requests, such as Section 81 defects and alarm notifications.
The Dispatcher is the key player in Waste Water Services’ part of the Customer Journey process, ensuring that attendance SLAs are adhered to or where necessary, extended timescales are agreed with each customer.
What you’ll be doing:
- Managing customer contacts for WWS assets (Monday to Friday, 08:00-16:00)
- Coordinating customer-generated work for the local field team, providing support to the Engineers and acting as their main point of contact for any queries relating to customer activity
- Ensuring local Engineers are aware of and following the Customer Journey process
- Working in partnership with the Wholesale Resolution Team within SOURCE to ensure that all customer contact enhances the reputation and image of the company
- Working in partnership with the local Treatment & Pumping Station Teams to ensure that customer contacts relating to their assets are responded to and managed in a timely manner
- Monitoring and prioritising customer contacts by type, operational area etc. through the proactive use of tools and identifying interventions to reduce the volume of repeat/chase contacts
- Scheduling initial responses to any Section 81 defect notices issued by the Highways Authority
- Utilising resources in the most efficient manner and identifying and reporting on any resource issues
- Ensuring adherence to all current Health & Safety Policies and best practice
- Ensuring effective communications between the field teams and the rest of the business
- Ensuring that all activities enhance the reputation and image of the company
- Effectively organising and planning work accordingly by defining objectives clearly and thinking ahead about what will be needed
- Thinking creatively about problems and generating new solutions that will result in improved performance, better outcomes, higher productivity, etc
What we are looking for:
- A good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
- Experience of working in either a customer service or operational team
- Proven experience of working to deadlines
- A skilled communicator with the ability to build strong relationships at all levels of the business
- Strong influencing and negotiation skills with the ability to find creative solutions to problems
- Excellent customer relation/contact skills with the ability to breakdown and relay complex information in a customer-friendly manner
What's in it for you:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Share-save Scheme
- Various health benefits
- Wellbeing support programmes
- A range of Group Discounts
- Cycle to Work Scheme
- Financial support services
- And plenty more!
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.
In return, we offer an excellent range of benefits including:
Closing Date: Tuesday 11th June 2024
If you are looking for a new challenge, please click apply now to be considered as our Customer Service & Network Dispatcher - we look forward to receiving your application.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
