Exciting New Opportunities!

Job Title

/

Customer Support Officerx 7

Reports To / Local Operations Controllers

Grade/Salary

/ 3 / £25,189

Location

/ 2 x Bristol, 2 x Exeter, 1 x Bridgwater, 1 x North Wales and 1 x West Wales

Closing Date

/ 8th January 2018

We have an exciting opportunity for 7Customer Support Officers across the network.

What is the job?

The purpose of this role is to communicate face-to-face with our customers before and after planned work affecting their homes, and work collaboratively with operational teams on site to ensure the work is completed as efficiently as possible and that customers feel they’ve received a 10/10level of service.

CSOs also engage with the local community where replacement work is taking place, representing WWU in “drop in sessions”, in schools raising awareness of our work and promoting relevant safety campaigns. The CSO’s support the formulation and delivery of the high profile project communication plans and are responsible for delivering the customer service improvement strategy in the geographical patch in which they are based.

CSOs identify priority customers who require extra assistance during our work and put arrangements in place to minimise the inconvenience to them.

CSO are empowered to deal with customer issues as and when they arise to put right any concerns that may lead to dissatisfaction, thereby avoiding complaints and ensuring that WWU exceed Ofgem’s targets and maximise incentive income to the business through the regulatory “Broad Measure” mechanism.

Key accountabilities:

  • Attend regular planning meetings with Operations Controller and Programme Controller
  • Door knock and meet individual customers before the operations team start work
  • Identify priority customers and make necessary arrangements to minimize inconvenience
  • Promote the use of the platinum service app by teams
  • Promote the priority service register sign ups with eligible customers.
  • Record and feedback accurate and relevant information to key stakeholders involved in delivering the customer experience.
  • Ensuring customers know who to contact for an enquiry when work will start and finish, address any queries the customer may have about the work
  • Ensuring customer fully understands initial notification letter
  • Build strong rapport with operational colleagues to deliver customer journey effectively.
  • Once project complete, re visit customers to confirm satisfaction making sure they feel they’ve had a 10/10 level of service.
  • Support formulation and delivery of communication strategy on high profile projects (e.g attend customer drop in centers, planning meetings etc)
  • Deliver the customer service improvement strategy within the patch
  • Attend community engagement events
  • Promote safety campaigns in schools
  • Attend, present and discuss updates at monthly operational meetings.
  • Produce additional bespoke communications as and when required
  • Liaise with Corporate Affairs team to produce press releases where applicable

Who are we looking for?

We require colleagues who are:

  • Self-motivated with an ability to thrive in a dynamic target driven environment
  • Experienced in customer service role.
  • Confident in dealing with customers and operatives on site.
  • Excellent negotiation skills.
  • Excellent communicational and, organizational skills
  • Good knowledge of the Gas Industry
  • Good public presentation skills
  • A high standard of keyboard skills and a working knowledge of standard Microsoft applications
  • Full driving license is essential
  • Regular travel required
  • Previous utility industry knowledge and experience (desirable)
  • Ability to demonstrate our core behaviors of teamwork, customer service, pride and energy.

If this is for you then we are looking for 7 individuals to join us in our Bristol/Bridgwater/Exeter/East, North and West Wales Western Gas Alliance Teams.

For more information please contact the recruiting manager Claire Edwards on

02920 278629 / 07879848477 or

If you would like to apply, please complete an Internal Application Form if you are already a WWU member of staff or an External Application Form if you are not and email it to or post it to

HR Department

Wales & West House

Spooner Close

Celtic Springs

Coedkernew

Newport

NP10 8FZ