Customer Relations Advisor
Southern Water - Falmer

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Working as part of a functional team the role will be responsible for the following activities: To carry out various administrative and clerical support duties To act as first point of contact to various internal and external business stakeholders, including Directors, senior managers, suppliers and customers Ensuring the above is delivered in an accurate, timely, efficient and professional manner consistent with defined business targets and objectives Job Dimensions Freedom to prioritise own workload, short term planning. Working within established processes/procedures. Some decision making requiring interpretation of company policy. Work Activity Problem Solving Resolution of routine / predictable problems at an operational level. Some more complex query resolution; requiring understanding of billing system and handling customer queries or interpretation of company policy/procedures. Drawing out solutions and sensible conclusions from information provided. More complex queries may be escalated to the relevant line manager. Change and Innovation: Contribute ideas for continuous improvement, but no specific responsibilities. Customer / Stakeholder Management First point of contact for customers, handling queries, sometimes dealing with contentious issues. Liaising with colleagues across the business (eg, Procurement, Facilities). Liaising with external stakeholders, suppliers and or customers (eg, other water companies) Offshore stakeholders and suppliers with information sharing and instructions, including query resolution. Risk Management: Understanding of risk management in relation to own role and escalating issues that are identified. An understanding of the impact of OFWAT targets. Accountabilities Perform a variety of clerical duties, including; document processing, record keeping, maintenance of information and databases (including intranet and internet based applications), dealing with correspondence, preparing mailings, , documents, reports, correspondence etc, proof reading documents for errors and making recommendations on style and formatting in accordance with Southern Water guidelines and branding, ordering, purchasing and processing invoices for goods and services in line with company procedures. First point of contact for customers, suppliers and Southern Water colleagues outside immediate work area to resolve issues or exchange information, dealing with customer contact in accordance with regulatory and company standards and/or legislative compliance. Assemble relevant data and compile information as required to produce regular Onshore and Offshore/special reports, following established formats and procedures. Assemble materials and follow general instructions to produce documents, including planning layouts, graphics, charts and tables. Analyse and interpret financial statistics and other data and produce relevant audit reports for internal and external customers. Respond to requests for information from customers, suppliers and colleagues, including making appointments for visits to customers’ premises. Arrange and participate in meetings, conferences and project team activities, taking minutes of meetings as required. Technical Knowledge: Excellent IT skills Experience of company systems Application of the wide ranging company policies for our customers Commercial Effectiveness and Business Expertise Proficient knowledge of defined work routines and procedures relevant to role. Understanding of CS&R key targets and how CS&R fits into the company structure. Understanding operating policies. Understanding of Ofwat standards. Risk and Compliance Understanding governance and compliance policies Skills and Competencies: Excellent customer service skills Attention to detail Good telephony skills Ability to be flexible and pro-active Ability to deliver to deadlines and manage own work. Excellent organisational and time management skills. Ability to quickly grasp ideas and processes. Personal and Interpersonal Skills: Excellent oral and written communication skills, exchanging information and communicating in a clear and concise way. Ability to build strong relationships with staff at all levels of the organisation. Experience and Qualifications: Experience in Administrative and Customer Service environments is desirable. Experience at Southern Water is desirable. Qualifications 5 GCSEs (or equivalent) including English and Mathematics
Southern Water - 5 months ago - save job - copy to clipboard