Technical Customer Advisor

Developer Services is responsible for liaising with private developers and household customers in relation to the provision of new water and wastewater services. The Customer Engagement Team is responsible for direct and indirect case management of customer contacts and technical queries, providing reliable, accurate and detailed information to our customers on current practices in the design and operation of water and wastewater networks, and legislation relating to Developer Services.

The Customer Engagement Team receive c. 14,000 contacts per annum that are case managed through to completion, with a pass rate of 96% against the targets of 85% for queries and 95% for complaints. We case management contacts received verbally, in-person or in writing.

The Customer Engagement Team are the centre point of the Developer Service department, ensuring customers have a streamlined mechanism to contact us. As a Technical Customer Advisor, you will liaise with various departments within the business for compliance and obtain information, providing expert knowledge and guidance, ensuring a first-class customer service to achieve SLA compliance and customer satisfaction.

Hours of work
: per week

• A minimum of 5 GCSEs Grade C or above, must include English, or equivalent educational attainment
• At least 2 year 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 overseeing customer contact cases from initiation to resolution, working to compliance, policies, business targets and Service Level Agreements
• Demonstrated experience in reviewing customer account history to identify and resolve issues effectively
• Proficient in the use of MS Office applications including MS Excel, Word and Outlook
• Experience using Customer Relationship Management (CRM) systems
• Knowledge of NI Water's policies and procedures within Developer Services including the pre-development, new connection, adoption and capital delivery processes
• Knowledge of NI Water's Geographical Information System (GIS) and SharePoint systems

Rate of Pay: £ p/hr

Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time.

Technical Customer Advisor
• Belfast, County Antrim