Customer Support Technician - United Utilities : Job Details

About us

Salary - 36805Work Type - OnsiteJob Location - Rochdale Wastewater Treatment Works, Roch Valley Way, Rochdale, OL11 4QHRole Type - PermanentEmployment Type - Full TimeWorking Hours - 37.0 Week per Week

United Utilities’ (UU) purpose is to deliver great water for a stronger, greener and healthier North West of England. We are committed to providing our services in a way that respects the environment, supports the economy, and benefits society.

We value diversity, inclusion and innovation in our workplace, and we foster a culture where our people can grow, excel, and be themselves.

We uphold our ethics, values and business model to fulfil our mission and, by setting clear goals and objectives, we create sustainable long-term value for our colleagues, customers and communities. Whether you work with a team that shares your vision or join a network of peers with similar interests, you will find a welcoming and supportive organisation to be part of.

We’ve got a lot to offer. You’ll be part of a thriving FTSE 100 company and will enjoy a range of core benefits that reflect your value and value contribution.

Benefits

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

Job Purpose

The Customer Support Technician role forms part of the Wastewater Network Team. This is a field based role, devised to drive the resolution of issues on the public sewerage network. You will predominantly be dealing face to face with customers at their property, investigating drainage problems and applying the correct techniques to resolve problems on the Wastewater Network.

The Customer Support Technician is responsible for collecting data and producing an on-site report using United Utilities corporate IT systems, for each incident you attend. You will be the face of United Utilities, providing excellent Customer Service often in difficult circumstances and all weathers.

You will be required to work a rotating 10 hour shift pattern which averages 37 hours per week Monday to Sunday, the shifts cover the period from 0800 to 22:00

Accountabilities & Responsibilities

• On-site assessment of customer problems and initiation of remedial work.
• Provide excellent customer service
• Responsible for the health and safety on-site
• Driving first time resolution of customer issues
• Keeping customers informed and managing customer expectations
• Collecting information and data from site and producing reports of a high quality
• Capturing regulatory data on corporate IT systems
• Updating sewer maps.

Technical Skills & Experience

• Excellent communication skills, both verbal and written, across all levels.
• IT literate.
• Excellent Customer Service skills.
• Excellent organisation and time management skills.
• Ability to prioritise and think clearly whilst under pressure.
• 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. (3rd party contractors)
• Produce clear and legible data which is able to withstand regulatory scrutiny.
• Able to set realistic timescales and manage customer expectations effectively.
• Full UK Driving License.

           Desirable Criteria:

• Knowledge and understanding of problems faced within Wastewater Network Operations.
• NVQ Level 3 in Customer Care

Qualifications

In order to be eligible for this role, you will need to have achieved at least 5 GCSE's (or equivalent) at grades A-C including Maths and English.

Other

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.