Customer and Operational Services Advisor

Perks you’ll enjoy

• Competitive salary: £24,000 – £25,000 per year
• Company pension, life insurance and sick pay
• Cycle-to-work scheme and on-site parking
• Monday to Friday working schedule, so your weekends are all yours

• Creating meter read schedules when required for the meter reading team in the field
• Validate returned reads from various sources to be used for invoicing purposes and upload these to the CMA (Central Market Agency) in line with our market license requirements.
• Create and process cases for our customers as and when required to resolve a given issue. This includes things like, burst allowances, Charitable Exemptions, meter read skips and changes in market data etc.
• Manage case load effectively to bring each case to a resolution as quickly as possible and within KPI’s.
• Understand when a case may need to be escalated for further assistance from the Team Leader or from Scottish Water.
• Build rapport, identify customer needs quickly, efficiently, and proactively to deliver excellent customer services,
• Work collaboratively with team members to ensure more complex customer queries are investigated and resolved.
• Assist and collaborate with ALL other area of the business when required, supporting them with queries.
• Work collaboratively with Scottish Water to ensure the best outcome for our customer base as quickly as possible.
• Opportunity for involvement in automation and improvement of business processes
• Manage workload effectively ensuring all tasks are completed within given timescales and KPI’s

• Minimum 3 years experience in a similar role, or Previous experience within a high-performing team
• Good evidence of improving results via effective time management
• Must be commercially aware with a track record of consistently achieving and exceeding targets
• Strong problem-solving skills with the ability and resilience to deal with challenge and ambiguity
• Excellent interpersonal and communication skills
• Competent in all Microsoft office packages including Excel, office 365
• Must be a strong team player, with the ability to work collaboratively across functions and departments
• Must have strong communication skills with the ability to communicate [complex concepts or data in a meaningful way] and/or with the ability to communicated effectively both internally and externally.
• Ability to work under pressure and to meet tight deadlines
• Must have strong logical and analytical skills, an inherent problem solver
• Highly numerate with strong analytical skills
• Ability to develop, train and upskill their team