Technical Customer Advisor

Technical Customer Advisor - Belfast - NI Water

Are you a customer-focused professional with experience managing technical queries and delivering high-quality service? Join Northern Ireland Water’s Developer Services team at Westland House, Belfast, where you’ll play a key role in supporting customers and developers in the provision of new water and wastewater services.

• £15.31 per hour
• Westland House, Belfast (hybrid working available after 3 months)
• Monday to Friday
• 37.5 hours per week
• Full time, temporary for up to 6 months

• Investigate and manage end-to-end cases, responding to telephone and written enquiries ensuring a holistic customer management approach.
• Plan effectively: coordinate, prioritise, and schedule own caseloads on a daily and weekly basis to optimise achievement of service levels, first‑time resolution to customer queries and internal and external targets.
• Represent NI Water in a professional and confident manner when in contact with customers and stakeholders.
• Work collaboratively with the Customer Relations Centre, Metering & Billing, Work Control, Customer Services and Production Line colleagues, sharing information and communicating effectively to enhance service delivery.
• Challenge current processes and assertively question the appropriateness of responses to customer issues across the business.
• Identify and recommend more efficient ways to deliver quality customer service, contributing to an ethos of continuous improvement.

• A minimum of 5 GCSEs Grade C or above, including English, or equivalent educational attainment.
• At least 2 years of experience in a Customer Service role, where providing high-quality verbal and written responses is the main focus, within a fast‑paced environment.
• Excellent communication and interpersonal skills with experience of dealing with internal and external stakeholders.
• Demonstrated experience in the management of and oversight of customer contact cases from initiation to resolution, working to compliance, policies, business targets and service standards.
• Demonstrated experience in reviewing customer account history to identify and resolve issues effectively.
• As part of the reference checking and vetting process, you will be requested to undertake a Basic Access
  
  NI Disclosure; having a criminal record will not necessarily be a bar to obtaining a position.

We’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you.