Customer Support Technician - CST
United Kingdom, Rochdale, North West England
13d ago

Job Description

Rullion are currently recruiting on behalf of there client a large Utilities client based in the North West. This is a contract position for a minimum of 12 months based out of Rochdale.

Job Purpose

This is a field-based shift working role, reporting to the Reactive Resolution Manager in Wastewater Operations and working within the Wastewater Network Team.

You will be allocated a defined Network Area within which you will be responsible for the collection of essential regulatory data.

Working outdoors, in all weathers, you will be responding to reactive problems within your given area and across a number of geographical boundaries.

You will be responsible for taking ownership of all your allocated issues through to resolution whilst providing excellent Customer Service throughout.

You will be facing challenges often in difficult circumstances, as you will predominantly be dealing face to face with customers who are impacted by flooding, blockages, pollution and collapses on the Wastewater Network, together with issues arising from defective apparatus (such as manholes.)

Job Accountabilities

  • Respond to all internal and external flooding incidents.
  • Respond to fault notifications on the Wastewater Network.
  • Respond to all repeat blockages.
  • On-site assessment of customer problems and initiation of remedial work.
  • Keep customers informed of whether further work is needed, when this will be delivered and managing customer expectations.
  • Ensure GSS claims are processed and information is correctly recorded on customer contact and respond.
  • Gather data on cause and effect for all incidents attended.
  • Gather information that will allow consideration of mitigation potential to alleviate flooding.
  • Draft responses to written complaints- verification will then be sent to the Network Performance Technician.
  • Inspect some sewer ancillaries as and when required.
  • Knowledge and Skills

  • 5 GCSE's (or equivalent) at grades A-C including Maths and English.
  • Excellent communication skills across all levels.
  • IT literate.
  • Able to demonstrate empathy in difficult situations.
  • Excellent interpersonal skills.
  • Proven excellent Customer Service skills.
  • Highly organised and excellent time management skills.
  • Ability to prioritise and think clearly whilst under pressure.
  • Able to communicate in writing clearly.
  • Able to demonstrate logical problem solving skills.
  • Mobile across a wide network area.
  • Ability to work under own initiative.
  • Able to co-ordinate the involvement of others to resolve issues. (3rdparty contractors)
  • Clear and legible data management to withstand regulatory scrutiny.
  • Able to set realistic timescales and manage customer expectations effectively.
  • Knowledge and understanding of problems faced within Wastewater Network Operations.
  • Should your application be successful and you are offered the role, a number of pre-employment checks need to be carried out before your appointment can be confirmed.

    Any assignment offer with our client will be subject to a satisfactory checking report from Disclosure Barring Service and a Credit Check.

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