Buildover technical co-ordinator

Job Title: Buildover technical co-ordinator
Contract Type: Temporary
Location: Reading
Salary: £16.90 per hour
Start Date: 2018-12-27 00:00:00
Reference: 748101371
Contact Name: Jo Sunter
Contact Email:
Job Published: May 13, 2019 11:51

Job Description

What is the purpose of this role?

As a technical co-ordinator, you will be dealing with all customers regarding potential buildover enquiries, liaising with local authority, building control departments and approved inspectors. You'll be the first point of contact for the customer for any enquiries following to their applications - which you will resolve for the customer within given timescales. You'll be an effective communicator, keeping the customer informed throughout the process.

You will manage the application process through skilled negotiation with a wide range of stakeholders throughout the business. 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 customer's account, detailing the investigations and actions you've taken along the way.

Carry out thorough assessments to enable asset protection and request relevant surveys which, ultimately helps improve company knowledge of many transferred sewers. Once these are complete, 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 poor CSAT score and complaints from them on the same issue, and whether the application was managed to timeframe.

What makes this role unique?

In this role, you'll be in a position to support and assist in the implementation of new processes and systems in order to provide smooth and easy customer experience for our customers. Be able to build a relationship with customers, providing a single point of contact for them until the resolution of their application.

Initially, you'll speak to your customer to gain more insight into the application and the nature of works being carried out, 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?

Ensuring the smooth end to end delivery of customer buildover or minor diversion applications.

Display full ownership of a customer journey from point of contact to point of resolution
and control the customer journey, making it a positive one, and being accountable at all points.

Overall commercial awareness of financial implications linked to customer outcomes and balance customer satisfaction with cost to the business.

Manage a challenging case load.

Advise customers on any build over technical advice or process requirements.

Seek assistance from the technical support team on complex / high level customer cases, training and upskilling.

Effectively contributing to the meeting of the team's overall performance and achievement of all targets.

Respond to internal and external customer requests for information, advice and guidance on technical matters and service delivery in accordance with company policy and procedures.

Receiving, taking ownership and managing appropriately on the day phones calls from customers.

Possess the ability to make decisions using large volumes of technical/complex information.

Drawing relevant information out and making sound decisions that meet customer and business expectations.

Full ownership of customer issues from start to end, some spanning several months - requiring stamina and focus to drive to resolution.

What skills are we looking for?

Do you possess outstanding communication skills, with the ability to organise and communicate with senior stakeholders both internally and externally? Do you have exceptional organisational and prioritisation skills? Are you looking for a role where you can make a difference? If so, this could be the ideal role for you…

The ideal candidate will possess a good understanding of systems and processes, have good IT skills, be competent in Microsoft office and SAP CRM and possess the ability to learn new software quickly. A degree in Civil Engineering would be beneficial.

This is a key role in a fast paced environment and therefore the ability to work under pressure to meet demanding targets and tight deadlines along with delivering or exceeding the monthly KPIs, is crucial. You will need to be flexible and positive to ever changing customer and business needs.

Knowledge of The Water Industry Act 1991, Building Regulations - specifically part H4 and Transfer of Private Sewers is necessary.

Salary details

This is an ongoing temporary role based in central Reading, close to the town centre and train station. We are offering hourly pay rate of up to £16.90 depending on skills and experience.