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Customer Service Agent - Registrations

Job Title: Customer Service Agent - Registrations
Contract Type: Permanent
Location: Reading
Industry:
Salary: £18700 - £22000 per annum
Start Date: 2019-08-30
Reference: 4892
Contact Name: Robyn Smith
Contact Email: robyn.smith@thameswater.co.uk
Job Published: August 30, 2019 12:20

Job Description

About the role:

The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater retailer.

Forming part of the wholesale market services division, the registration team supports how we as a wholesaler operate compliantly within the market, by ensuring all business customers’ data is accurate and up to date for the appropriate use by the retailers.

This role will play a key part in owning and maintaining this data and assuring it is of sound-quality. The data includes but is not limited to; address updates, market eligibility, water supply arrangements, meter information, gap site analysis and more.
Working to specific SLAs (service level agreements), you will be involved in owning the workflow management of data requests – analysing, investigating and determining a correct course of action based on your own initiative.

You will provide accurate data correction reports, form substantial responses to requests using the evidence gathered via multiple systems and adequately challenge any data provided within the business to ensure the integrity of our data.

As part of the role you will be expected to:
  • Manage the processing of market transactions/corrective transactions in line with policies, to statutory service levels and understand the impact of these within the market.
  • Ensure the quality of wholesale market services data is maintained, by using company-specific systems to ensure internal and external records are accurate and up to date.
  • Monitor action and close cases in the shared inboxes and CRM systems.
  • Daily use of internal legacy systems and bespoke systems, triage of data errors and rectify by sending the relevant transactions to the central market operating systems and to other appropriate business units.
  • Carry out in-depth desk investigations of all registration specific service requests from retailers & internal departments, by using internal source systems and public domain databases.
  • Determine if cases should be accepted/rejected/cancelled and/or charged to the retailers.
  • Individual and team involvement in continuous improvement to create and improve our processes, increase efficiency by reducing lead times and/or improving accuracy.
  • Take on bespoke tasks that fall within the registration team remit; complete investigations based on incorrect data in the market, complete data cleanses where necessary, maintain registration training guides when required; and attend adhoc training and coaching sessions when knowledge gaps identified.
To be successful you will have the following skills and experience:
  • Do you have previous experience working in an investigative/analysis role?
  • Are you able to understand the bigger picture on how transactions can impact different areas?
  • We are seeking an analytic individual with the experience and confidence to simultaneously work on several bespoke and internal systems; understanding of workflow management and billing systems is advantageous.
You will have strong problem-solving abilities, be used to and comfortable working on your own using initiative to make decisions and are also a great team player.
The ideal candidate will have the ability to multi-task & work under pressure, be comfortable and adaptable in an ever-changing environment and have great interpersonal and communications skills.

What’s in it for you:

The UK water industry is rapidly evolving - all business customers now have a choice of their water and wastewater retailer.

Forming part of the wholesale market services division, the registration team supports how we as a wholesaler operate compliantly within the market, by ensuring all business customers’ data is accurate and up to date for the appropriate use by the retailers.

This role will play a key part in owning and maintaining this data and assuring it is of sound quality. The data includes but is not limited to; address updates, market eligibility, water supply arrangements, meter information, gap site analysis and more.

Working to specific SLAs (service level agreements), you will be involved in owning the workflow management of data requests – analysing, investigating and determining a correct course of action based on your own initiative.

You will provide accurate data correction reports, form substantial responses to requests using the evidence gathered via multiple systems and adequately challenge any data provided within the business to ensure the integrity of our data.

Our competitive salary package includes an excellent contributory pension, 24 days holiday per year increasing to 28 with length of service and a wider benefits scheme. This includes an annual pay review, season ticket loans, voucher scheme giving you money off in major retail outlets, loyalty awards for continuous service plus much more, including our refer-a-friend bonus, where you can receive up to £1,000 for helping someone get a permanent position within the company. 

We’re also proud to be here for our local community around Reading, offering all of our teams two days paid volunteer leave a year, as well as proudly supporting a lot of local events and charities.

About us:

Thames Water is the UK’s largest water and wastewater company. We make a daily difference to millions of customers by supplying 2.7 billion litres of world-class water to around 10 million homes.  

As our world changes, the need to take care of our most precious resource is greater than ever, both locally and globally. That’s why, at Thames Water, every one of our actions, big and small, matters every day. Water is essential to daily life, and that means our business is always open. We’re passionate about providing world-class tap water, now and for the future.

We’re also turning poo into power, self-generating 20% of the energy we use and, in turn, doing our bit for the planet. We’re reducing plastic waste by celebrating our tap water and rolling out an ambitious water fountain project. We’re using our voice to lobby for change and partnering with WaterAid to provide clean water to the world’s poorest communities.

Together, we’re building a better future for our customers, our region and our planet.

Thames Water is a unique, rewarding and diverse place to work. If you join our team, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and unparalleled benefits. We’re also proud to be an equal opportunity employer, Stonewall Diversity Champion and Disability Confident Leader, welcoming individuals from all walks of life and leading the way with an award-winning mental health and wellbeing strategy.