Executive

Job Summary

This role involves handling inbound and outbound communications with Thames Water customers and related third parties to gather and provide process-related information. The position requires managing customer inquiries via calls and emails, providing prompt and professional assistance, and ensuring high-quality interactions.

Key Responsibilities

• Manage incoming and outgoing calls and emails from customers, addressing inquiries effectively.
• Offer support by quickly resolving customer problems with appropriate solutions and guidance.
• Maintain accuracy and ensure the information shared with customers is current and correct.
• Document all customer interactions, including inquiries, complaints, and their resolutions, using designated tools or systems.
• Follow prescribed communication protocols, scripts, and guidelines to maintain interaction consistency and quality.
• Collaborate with colleagues and other departments to escalate complex issues, share knowledge, and support ongoing improvements.
• Achieve or surpass set performance goals related to call and email handling, response timings, customer satisfaction, and other key indicators.