Smart Metering Customer Contact Management
Smart Metering Customer Contact Management
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Job Description
Closing Date
Smart Metering Customer Contact Management
Location: Hybrid working Worthing
Perm/FTC: Permanent
Hours: 37 hrs
Salary: Up to 42000 based on experience
The installation of Smart Meters is a key strategic initiative that will help us and our customers to minimise the amount of water we abstract from the environment and the associated carbon and fiscal impact. It will enable a fundamentally different way of engaging with our customers and establishing enhanced levels of customer satisfaction. This is an exciting initiative that is vital to us driving the customer engagement and operational changes required to reduce water consumption and leakage identification and enhancing our customers experience of Southern Water.
This new role in Southern Water is an exciting opportunity reporting to the Smart Operation Centre Manager with regular direct engagement with our internal Customer Service functions as well as our Alternative Metering Service (AMS) Partner.
We are seeking a dynamic and experienced Customer Contact Management lead to oversee our daytoday Customer Service operations related to customer engagement and liaison when customer side leakage is detected following the installation of a new water meter. The successful candidate will be responsible for managing the customer contact alongside coordinating with internal and external teams to resolve issues ensuring a seamless customer experience.
As part of this role you will:
- Oversee inbound customer communications ensuring timely responses and resolutions while maintaining internal service level agreements (SLAs).
- Work closely with internal teams (technical support field operations etc. and external partners to investigate and resolve customer issues efficiently.
- Continuously evaluate and optimise customer service workflows ensuring efficiency and compliance with industry best practices. Monitor performance metrics and provide regular reports to senior management.
- Act as the key liaison between customer service project managers technical teams internal customer leakage team and external contractors to ensure a seamless and coordinated approach to Smart Meter installations.
- Address customer concerns queries and complaints professionally ensuring a high level of customer satisfaction
- Manage customer side leakage information from the AMS Partner and liaise with relevant teams.
- Identify trends and provide feedback.
To be considered for this role you will have a strong Customer Service background ideally within a Smart Metering utilities environment be a naturally analytical problem solver with experience in issue resolution and process optimisation as well as have a genuine passion for delivering exceptional customer service and enhancing the customer experience.
#LIHybrid #LIHC1
Employment Type
Full-Time
