Customer Care Case Specialist

Full time 37 hours per week (part time hours considered)

12 months fixed term/secondment

Salary – Up to £29,594, depending on experience

Location – Northumbria House, Pity Me Durham

About the role

We are currently looking for a Customer Care Specialist to join our busy team in Northumbria House. As part of the Customer Care Team you’ll be responsible for managing written complaints received into the business in relation to water operational activity.

Your primary objective will be to ensure that every customer you deal with receives the highest level of service and satisfaction.

A large part of this role involves working collaboratively as you’ll be required to liaise with other departments that are involved in investigating customer queries.

Our customers deserve a quick resolution to their complaint, so you must be organised and committed to resolving complaints within 2 working days.

We are a small welcoming team that currently do a mix of office/homeworking and hours between 0800 & 1700. If you would like any further information about the role, please contact John Garrett.

About you

You’ll have exceptional customer service and communication skills, both written and verbal. This is an essential part of this role as you will be managing customer contact by telephone, writing and face to face.

Excellent organisational skills are essential as well as the ability to identify and solve problems using a logical, objective and thorough approach.

You should be passionate about delivering unrivalled customer experience and put the customer at the heart of everything you do.

The successful candidate will have proven experience managing demanding workloads whilst working to challenging deadlines. Excellent IT skills, including the use of Microsoft packages, in particular word and excel, is also a requirement of this role.

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.