Customer Engagement Officer - Windermere, United Kingdom - United Utilities

United Utilities

Verified Company

Windermere, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We have a great opportunity for a Customer Engagement Officer to join our team in Windermere.

The role holder will run and manage the information centre on a day-to-day basis and will play a key part in answering and providing information to customers and the wider community in Windermere and surrounding area, based out of our new Windermere Information Centre.

This centre is there to promote the work we are doing in the area to improve river and lake health, reducing the use of storm overflows and our wider investment to the area.

It will also promote and be able to help with aspects of our wider water, wastewater and billing services, so supporting those who may have queries about their bill or need extra help and support.

The role holder will work with a support team, formed from corporate communications, customer service colleagues and process and network teams, and will help drive positive engagement and relationships with our customers and the local community and those visiting the very popular area as a tourist.

As role holder you will also support an on-going schedule of events across the year to which customers will be invited, such as promoting affordability help, Priority Services, watersaving, and jobs and recruitment, such as graduates and apprenticeships.

Job Accountabilities:

Will run and manage the information centre on a daytoday basis, supported by a rota of other UU colleagues, ensuring information is uptodate and easily available and that the centre is kept tidy, accessible and welcoming.
Be our customer champion and help manage and respond to queries and contacts which may be about our wastewater and environmental performance or our broader water, wastewater and billing services. The role holder will need to be able to handle challenging situations and be a good problem solver.
Be trained on our customer systems so they can deal with individual customer queries as they arise and also link in with a network of other colleagues in the customer service team to get the right help and response as quickly as possible.
Support the delivery of special promotional events, run from the centre, such as recruitment drives, affordability support, Priority Services scheme and other opportunities which specialist knowledge colleagues from UU will lead.
Be the champion of our customer service from within the centre and look for ways to continuously improve our help and information.
Help establish positive and constructive relationships with other businesses in the location and along the street, so we are recognised as being a good and cooperative neighbour
Be a key player within the team which is focused on building trust, transparency and providing accessible help and information to the local community.

Knowledge and Skills:

Demonstrate relevant experience in a frontline customer service role, with excellent interpersonal skills and empathy.
Demonstrate significant on the job experience in relevant areas in line with the job requirements, such as ability to deal with difficult conversations and complaints while maintaining a positive and customer focused attitude.
Have an awareness of and knowledge of how to ensure we can be meeting customers' diverse needs.
Written and verbal communication skills
Energetic idea generator and ability to drive ideas through to delivery.
Ability to organise, plan and prioritise.
Proficient in Microsoft Word, PowerPoint and Excel.
Computer literate (training provided for relevant customer service work management systems).
Acts as a selfstarter with confidence in managing their workload and priorities.

Closing Date:04/12/2023