Complaints and Process Improvement Lead - SES Water : Job Details

Complaints and Process Improvement Lead - 12 Month Fixed Term Contract – Business Water

Redhill

£30,000 - £32,000 depending upon experience

SES Business Water provides water and wastewater services for businesses across England and Scotland. We put our customers at the heart of everything we do, and we strive to provide the highest quality of service to each and every one of them.

We offer the perfect environment for you to grow, progress and succeed. You’ll join a fast-paced team full of purposeful, compassionate people who support each other to achieve their goals and are committed to delivering the absolute best for our customers.

What We Offer:

SES Business Water value our employee’s wellbeing and have created a package to care for both your financial needs and personal wellbeing.

• Generous salary; £30,000 - £32,000 depending on experience.
• Group personal pension plan with up to 10% employer contribution.
• Life assurance for peace of mind.
• Financial education, savings, and loans support.
• Cycle to Work and Car Share Schemes and for eco-conscious commuting.
• 25 days of annual leave for work-life balance.
• Simply Health healthcare cashback scheme and Surgical Choices.
• Service and MOT discounts at our on-site garage.
• One paid day per year for volunteering in the community

The Role:

Reporting to the Customer Services Manager and working on a 12-month fixed term contract basis, you will be responsible for providing a first-class service to our customers via all channels (telephone, email and live chat). Other responsibilities will include:

• Handling customer enquiries relating to all aspects of service provided by SES Business Water.
• Providing advice, support and accurate information to our customers, helping them to manage their account effortlessly.
• Engaging with a range of customers and scenarios daily with a key focus on customer satisfaction, and complaint prevention and resolution.
• Acting as an escalation point and liaison for other departments to resolve customer queries relating to billing, collection and operational issues.
• Conducting root cause analysis on all complaints and dissatisfaction trends to identify improvement opportunities.
• Ensuring all complaints are resolved as quickly as possible and all correspondence is accurately recorded.

Qualifications, Skills and Experience:

You will be an experienced Customer Service professional with a call centre background who has a “can do” attitude coupled with a confident and mature outlook. The ability to manage your own workload and follow set procedures and established processes is key!

If you have worked in a water or utilities company, then that would be a huge bonus!

Diversity and Inclusion:

We thrive on the knowledge and life experiences of our colleagues, recognizing that our differences bring diverse perspectives and make us a great team. We welcome people who live our values, bring their true selves to work, and have a desire to share their lived experience to serve our communities both now and in the future. Please let us know if you need any support during the application process.