Wastewater Jeopardy Analyst

To improve customer satisfaction across the water and wastewater network, by ensuring the customer is kept informed throughout their journey, from issue reporting to job completion.

Reduce repeat contacts by proactively identifying issues that generate a customer call, and resolving the issue

Track and monitor work that falls into jeopardy and resolve

Escalate issues when required following escalation matrix

Keeping customer informed throughout the customer journey

Make closure call to customer to ensure customer satisfaction and resolve any dissatisfaction

Build a network of contacts to resolve issues and improve the overall customer experience

Required to support other business critical activities when required such as CMEX/Process Improvement projects and customer service initiatives

Customer-focused with strong communication skills and a clear understanding of regulatory customer service standards and the CMEX process.

In-depth knowledge of Integrated Network Systems (INS), Water and Wastewater Network processes, and associated service level agreements.

Proficient in Microsoft Office and able to manage multiple information screens simultaneously while assimilating complex data quickly.

Strong team player with the ability to prioritise workload, react swiftly, and maintain accuracy under pressure.

Thorough understanding of escalation procedures within Water and Wastewater Networks.

This role may not be eligible for visa sponsorship