Location: Huntingdon

Contract: Full Time /Permanent

Working Hours: 11-7

Salary: dependent on experience & skills

At Anglian Water our values are that together, we will: Build trust, do the right thing, and we are always exploring.

Who we are?

Integrated Maintenance, repair and development services (IMRDS) is the team that maintains our water supply systems, repairs emergencies like water bursts and develops new ways to better service our customers. This area of Anglian Water has a whole host of roles and opportunities available, from operational frontline work to project management, data analysis and more.  

IMRDS is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job. 

If you want to join a team that is rapidly expanding, full of growth opportunities and networking opportunities with partner organisations, join us.  

What will you be doing as a Contact Team Member?

You’ll be a key interface for our customers by planning and making appointments on a primarily outbound function, however, assistance may be required with inbound calls to assist other teams.

This role is fundamental to the success of the IMRDS OMC as it is providing front line support to our customers through the booking of appointments and providing support for any concerns that may arise from this. You will have a passion for providing the highest level of service to all our customers. This role will also assist with any social media campaigns that may generate additional appointments for our customers.

You will have strong communication skills including verbal and written to assist our customers across a range of channels in line with our ‘Make today great’ work ethos. You will have expert knowledge of SAP and Genesys as methods of booking and contact with our customers. There will also be an understanding of any other forms of contact that will assist our customers including social media, self service, email or any other forms of contact method.

You will also have a basic understanding of Oracle and will work closely with the relevant scheduler or team to ensure the customer’s needs are met.

What it will take to do this job

• Identify customer specific or auto schedule jobs and liaise with the customer using the most appropriate communication method to confirm the appointment
• Deal with queries from the customer and ensure other questions that arise during contact are directed to the correct place for resolution
• Pick up any new work required and make appointments
• Work with other members of the team and schedulers to ensure that outbound contact is made with customers to meet key targets and performance measures
• Manage Stakeholder expectations
• Ensure ideas are implemented in order to drive continuous improvement.
• Engage and support process improvements to maximise first time resolution for our internal and external customers.

A little bit about your skills, experience and behaviours….

• Excellent communication skills
• Ability to think commercially
• Understanding of the regulatory and operating environment
• Able to translate technical knowledge to others
• Resolve issues or provide a clear handover
• Take ownership for problems or requests made of me and explain what I will do
• Develop relationships that will build others’ trust in me by consistently showing respect and sensitivity, listening to other perspectives and by sharing my own knowledge and skills
• Be open and honest in my dealings with others
• Understand the importance of, and follow the rules for, protecting people’s data

Why Anglian Water?

Our people are important to us and we want to make sure that we reward and recognise all of the great work that they do. Some of our benefits include:

• Bonus scheme
• Private health care
• Competitive pension scheme
• Up to 26 days annual leave rising with length of service
• Flexible benefits to support your wellbeing

Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong. 

If you feel this is the next move for you, please apply today!

Closing date:  18th September 2024

 #loveeverydrop