FM-QHR-123f JOB DESCRIPTION. Customer Experience Technician. DEPARTMENT/FUNCTION: Engineering / Developer Services. BAND/LEVEL: Band 2 1.

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1 JOB SCRIPTION JOB TITL: Customer xperience Technician PARTMNT/FUNCTION: ngineering / eveloper Services BAS/ARA: RSPONSIBL TO: stuary House, xeter Assistant Project Manager BAN/LVL: Band 2 1. JOB PURPOS: Reporting to the New Connections Assistant Project Manager and working within eveloper Services, the Customer xperience Technician role is responsible for delivering high quality customer service to new connection customers. The Customer xperience Technician will ensure a focus on customer service is continually maintained and that the customer impact is considered within all decision making processes undertaken when delivering new connections. The job holder is also responsible for monitoring the team work basket and assisting with tasks to achieve set goals. There will be a need to assist with running and reviewing reports regularly and be first point of contact for internal and external escalations. Success will be achieved by meeting or exceeding set timescales, early resolution of customer contacts and by accurately recovering the cost of making connections (income). Compliance with Regulatory guidance and Legislation is vital. To be successful in this role, the job holder will be enthusiastic, organised and a strong communicator with the ability to resolve customer contacts and will be able to identify and make changes to reduce future unwanted contacts and complaints. V /05/17 1

2 2. IMMIAT STRUCTUR: Assistant Project Manager New Connections Customer xperience Technician No irect Reports 3. COR UTIS & KY RSPONSIBILITIS: xcellent knowledge of all relevant systems, policy and processes and able to demonstrate the delivery of an excellent customer experience to our customers. Represent South West Water in a courteous, positive and professional manner. emonstrate a good understanding of the eveloper Levels of Service (LoS) and Service Incentive Mechanism (SIM) and be able to apply these to optimise performance. Responsible for reporting against agreed service levels and performance measures and advise the Assistant Project Manager of any poor performance when necessary. Help resolve complex situations by being first escalation point on customer and contractor issues Support the Assistant Project Manager in the delivery of specific projects relating to New Connections, eveloper Services and South West Water objectives and goals Complete periodic review and update of training documents so they reflect current business practice V /05/17 2

3 Assist with training and coaching that maybe required to all members of the new connections team and support wider training of anyone involved in the new connection process Proactively identify opportunities to improve process and/or customer experience Provide support to the Assistant Project Manager as required and cover as necessary in their absence. Provide support and cover for Service Technicians when required. Produce high quality and accurate New Connection Quotations, Refunds and Land ntry Notices emonstrate a good understanding of Self-Laying of Water Mains and Services a code of practice for ngland and Wales and South West Water Technical standards and self lay processes Process various payment methods and invoicing in line with business procedures. Collaborate with related departments regarding customer and business issues to promote positive interdepartmental relationships that foster excellent customer service. Work closely with Water Regulations Teams to support compliance with legislation 4. PRSON SPCIFICATION Category Requirements ssential/ esirable Assessment Criteria Qualifications/ Training Good general standard of education with a minimum of 5 GCSs or equivalent including mathematics and nglish at grade C or above Civil ngineering Specification for the Water Industry, 7 th dition Application Application xperience Background of Customer Service or Operational working environment xperience of training and V /05/17 3

4 coaching others Previous experience of working with Sales (income) and financial aspects of llipse Proven administrative experience in a busy office environment xperience of using computers and packages such as MS Office xperience with llipse as a working tool xperience with RAPI as a working tool xperience with CRM as a working tool Skills/ Knowledge Reasonable understanding of eveloper Levels of Service and Service Incentive Mechanism xcellent oral and written communication skills Able to demonstrate excellent levels of customer service and interpersonal skills, with the ability to manage difficult customer situations Proven analytical, problem solving and cost effective decision making skills xcellent organisational and time management skills Ability to constructively challenge accepted thinking and methods by generating and embracing innovative ideas Application Form/ Personal Qualities Ability to work effectively in a team environment. Self-Motivated with an aptitude to learn Ability to work under pressure and V /05/17 4

5 to set deadlines. Ability maintain a high level of commitment to personally getting things done Capability to work carefully, accurately and methodically using all records, information and evidence available emonstrate a customer first attitude and willingness to take ownership to ensure a positive outcome Flexible approach with the ability to embrace change. Other Relevant Factors Occasional overtime or weekend working may be requested during periods of high activity. V /05/17 5