Case Manager - S Tidball

Thames Water
10 Feb 2018
15 Feb 2018
Contract Type
Full Time
What is the purpose of this role?

As a member of the Customer Care team, you'll be responsible for working the Account Health Index (AHI). This is a list of customers deemed 'unhappy' due to a variety of factors, and it will be your task to proactively resolve outstanding issues and stop potential complaints. You'll be an effective communicator, keeping the customer informed throughout the process.

Some customer issues will be resolved immediately on a phone call, however other issues may be more complex and will need case management. You'll manage the resolution of these issues through skilled negotiation with a wide range of stakeholders throughout the business, becoming the customer's champion when faced with barriers or challenges. You'll take ownership and responsibility of issues until you've been able to answer all the points raised by the customer. In addition, you'll keep clear notes on the customers account, detailing the investigations and actions you've taken along the way.

Once the issues are resolved, you'll contact the customer by telephone to advise them of the outcome, or where the customer is not available, write a full and detailed response. You'll be targeted on the quality and thoroughness of your response to the customer, on its effectiveness to stop the issue from turning into a complaint, and whether the issue was managed to timeframe.

What makes this role unique?

In this role, you'll have the opportunity to proactively resolve issues before they become escalations or complaints. You'll be the customer's ambassador - their voice within the company - building exceptional relationships with them, and providing a single point of contact until the resolution of their issue. Initially, you'll speak to your customer to gain more insight into the issue, and then you'll keep them updated and informed throughout the process.

You'll manage and own your own caseload, arranging and organising activities, keeping track of ongoing work, and updating customers as necessary.

What will this role involve?

1. To proactively contact customers deemed as 'unhappy' on the AHI report
2. To be responsible for the investigation and resolution of issues which can't be resolved during the initial telephone call
3. To manage a challenging caseload and prevent complaints
4. To be the main point of contact for customers within your caseload - keeping them fully updated at all times
5. To ensure that all customers are contacted by telephone where possible, and where not, all written communication adheres to branding and regulatory guidelines
6. To liaise with a wide range of stakeholders throughout the business
7. To negotiate / escalate unresolved issues with the relevant areas of the business to ensure resolution for your customer within regulated timescales
8. To ensure all our policies and procedures relating to customer escalations are followed - but, also to think outside of these where necessary to get a solution suitable to the customer and the company
9. To use the Here for Customers principles in all telephone and written communication
10. To control the customer journey, making it a positive one, and being accountable at all points
11. To have awareness of financial implications linked to customer outcomes
12. To balance customer satisfaction with cost to the business
13. To build a network of strong and respected relationships across the business - many of whom may be senior members of staff
14. To liaise with external partners to resolve ongoing issues
15. To have the confidence and ability to make decisions using large volumes of technical / complex information
16. To take full ownership of customer issues from start to finish - often spanning several months - requiring resilience and focus to drive resolution

What skills are we looking for?

1. Excellent customer service - with a great attitude and a passion for helping customers
2. Outstanding telephone communication skills - including strong listening and questioning skills
3. Good negotiation skills - to gain a successful outcome when dealing with other areas of the business, and with the customer themselves
4. Strong problem solving skills - including taking ownership and accountability
5. The ability to write an effective letter in line with our brand
6. Good understanding of Commercial awareness
7. Confidence to maintain good relationships with Stakeholders
8. The ability to make correct decisions for query resolution
9. The resilience to work well under pressure in a target-driven environment
10. IT literate - with the ability to pick up new software quickly
11. The ability to be flexible and adaptable to changing demands

Hours and Pay

The Customer Care team currently works Monday to Friday on a shift basis between 8am and 6pm. We are offering £18,700 per annum.
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