Customer Alternative Resolution Management (CARM) Analyst
Customer Alternative Resolution Management (CARM) Analyst
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Job Description
Together we are Trusted to Serve Scotland.
Hows this for job satisfaction At Scottish Water we look after Scotlands most precious natural resource. From source to tap were guarding Scotlands reputation for refreshingly pure water and caring for our environment at the same time.
Sound good We are looking for a CARM Analyst to join the Customer Alternative Resolution Management (CARM) team within Customer Service.
Youll be responsible for identifying and driving resolutions for repeat asset failures that impact on the services we provide our customers. The position requires you to be a great communicator as cross function collaboration with our Capital Investment and Operational teams is key to identifying the cause of the asset failures and working on effective resolutions.
The role will be well suited to someone who can understand the clean water network interpret data problem solve and communicate this effectively. Good collaboration is key in this role the CARM team also offers a great opportunity for someone to join a continuously growing team whilst gaining exposure to many different areas of Scottish Water.
What youll do
Youll take a close look at our reports and systems to spot assets that are repeatedly failing and causing ongoing customer issues. Youll work closely with key teams across CWS and SCSP to agree on both temporary fixes and long-term solutions making sure that issues are resolved effectively.
Youll also be responsible for creating reviewing and updating reports for the team and internal stakeholders ensuring everyone has the information they need. Keeping internal and external customers informed will be an important part of your work as will updating our systems with the findings from your investigations and the solutions youve put in place.
Supporting colleagues across the Customer Engagement Centre Service Review team and field teams will also be a key part of your role providing them with the information they need to manage escalations and customer complaints quickly and effectively.
What youll need
Youll bring strong analytical and problem-solving skills along with excellent communication helping you collaborate with teams and keep customers informed. Its important that you have a good understanding of the water industry particularly clean water networks. This includes an understanding of common issues on the water network that can cause water quality and low pressure issues for our customers.
It would be an advantage if you also have an engineering or technical background and some experience in project management. Knowledge of GIS Excel and Dynamics will help you hit the ground running as will an understanding of how capital investment is managed within large organisations.
Looking out for you
While the work we do is important we know its not the only thing that matters. Thats why we make sure you have everything you need to find a good work-life balance.
Youll get plenty of time to recharge with 38 days of holiday every year (including public holidays). And you can even buy five more if you need a little extra time. You can also take paid time off to volunteer in your community.
When it comes to major life events we have family-friendly policies around adoption maternity and parental leave. And for the everyday We embrace flexible working.
For your future theres our pension (the know-what-youll-get-when-you-retire kind) as well as life assurance.
As for some nice extras You can expect an annual company bonus. Not to mention access to SW Splash handy rewards that can save you money on holidays bills and shopping.
The not-so-small print
This role will be a Grade 6. If youre new to Scottish Water youll join us on a starting salary of 36410. Performance-driven pay progression would then allow you to move through the range to a maximum of 46990.
If youre interested in this role or know someone else who might be - well be accepting applications until midnight on Sunday 17th August.
Job offers at Scottish Water are conditional and will be confirmed on completion of our pre-employment screening e.g. referencing criminal record checks license checks etc. Screening is conducted on our behalf by a third party and must be completed before your start date. Dont worry - well only start these checks once youve accepted an offer.
A few final things worth knowing
Research shows that some people avoid applying for jobs unless they can meet every single criteria. If youre interested in this job but dont tick all the boxes apply anyway! We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So dont rule yourself out!
Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). Were also aware that some people might be experiencing temporary challenges because of life events like menopause. Were very used to making adjustments so please dont be afraid to ask.
As part of our commitment to developing a flourishing Scotland its important that all our employees are Scottish taxpayers. If you join us your home address will need to be in Scotland. If you dont already live here youll need to commit to moving here within your first three months.
Finally (finally!) candidates who havent submitted an application in the last 12 months will have their records removed from our recruitment database. You wont need to do anything. Your data will be automatically deleted.
Required Experience:
IC
Employment Type
Full-Time
