Executive

To make/receive calls to Thames Water Customers and third parties and seek information related to Process

• Respond to Customer Inquiries: Manage calls and emails from customers.
• Provide Support and Assistance: Address customer issues promptly and professionally, offering appropriate solutions and guidance to resolve problems effectively.
• Ensure Accuracy and Quality: Maintain a high level of accuracy in all interactions, ensuring that information provided to customers is correct and up to date.
• Document Interactions: Record and maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated systems or software.
• Follow Communication Procedures: Adhere to established communication scripts, guidelines, and procedures to ensure consistency and quality in customer interactions.
• Collaborate with Team Members: Work closely with other team members and departments to escalate complex issues, share knowledge, and contribute to continuous improvement efforts.

Meet Performance Metrics: Meet or exceed performance targets for call/email handling, response time, customer satisfaction, and other relevant metrics.

Higher Education Diploma with 0 - 2 years of relevant experience

To make/receive calls to Thames Water Customers and third parties and seek information related to Process

• Respond to Customer Inquiries: Manage calls and emails from customers.
• Provide Support and Assistance: Address customer issues promptly and professionally, offering appropriate solutions and guidance to resolve problems effectively.
• Ensure Accuracy and Quality: Maintain a high level of accuracy in all interactions, ensuring that information provided to customers is correct and up to date.
• Document Interactions: Record and maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, using designated systems or software.
• Follow Communication Procedures: Adhere to established communication scripts, guidelines, and procedures to ensure consistency and quality in customer interactions.
• Collaborate with Team Members: Work closely with other team members and departments to escalate complex issues, share knowledge, and contribute to continuous improvement efforts.

Meet Performance Metrics: Meet or exceed performance targets for call/email handling, response time, customer satisfaction, and other relevant metrics.