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Business Services Coordinator

Pertemps Thames Water





Posted: 22/11/2022

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Who are we?
Thames Water is the UK’s largest water and wastewater company. We make a daily difference to our 15 million customers by supplying 2.6 billion litres of water through 32,000 km of pipes, keeping taps flowing and toilets flushing.
At Thames Water, every one of our actions, big and small, matters every day. Water is essential to life, so our business is always open.

About the role:
We are looking for a Business Services Coordinator to support the business services team in managing the daily workflow and be responsible for daily invoicing and allocation of customer funds.  Review customer queries and hit daily productivity targets and contribute to hitting the team KPI’s and SLA’s.

In an ever-changing environment, you will be able to support & assist the business in achieving the key objectives. Working collaboratively within an established team and across the business; you will have exposure to a wide variety of stakeholders including customers, developers, contractors and Thames Water partners including cash operations.

Our customers are at the heart of everything we do as well as confirming our assets are protected. You will assist with delivering an excellent customer experience (both to internal and external customers) in all aspects, working towards an improved CSAT/DMEX score, reduced complaints and improved performance quality. Demonstrating our values through behaviours and creating an inclusive and positive environment that drives performance, engagement and development.

What you will be doing:

Maintaining a constant focus on customer requirements, statutory time frames, service level agreements, escalations and complaints
Ensuring the smooth end to end delivery of jeopardy jobs, customer escalations within SLAs.
Proactive in responding to customers and the ability to investigate specific information to understand their requirements
Technically assessing from a financial point and being the main point of contact in the team for payment queries, refunds queries
Deliver on monthly KPIs set by the department
Responding to internal and external customer requests for information on technical matters and service delivery in accordance with company policy and procedures
Work with peers and line management on providing organisational feedback
Prioritising work to achieve WaterUK compliance, good customer experience, being prepared to take decisions and being innovative in approach to improve customer satisfactionWhat skills are we looking for?

Fully competent at using the appropriate Company IT Systems and Office Software
Educated to A-level, graduate, or equivalent
Track record of strong performance and a demonstrated ability to deliver results, gathered from experience
Significant relevant industry experience and understanding of the water industry business
Ability to prioritise high volumes of work in a fast-paced environment where daily responsibilities can change
Excellent organisational skills
Ability to work independently and as an integral part of the team
Highly focused customer service professionalWhat’s in it for you!
This is a temporary position, Monday to Friday, 08:00 to 16:00, to fulfil a 15-week duration, from start date up until the end of April 2023.  This position will be paying £10.50 per hour.

Thames Water is a dynamic, rewarding and diverse place to work, with opportunities around every corner. If you join our team, you’ll enjoy a fulfilling career and flexible working arrangements.

We’re also proud to embrace and promote diversity and believe that creating a workforce that reflects the communities we serve will help us to thrive. We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process.

Find out more about working at Thames Water.

We deliver life's essential service so our customers, communities and the environment can thrive. This means, when a crisis happens, we all rally round to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an Ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business, meet colleagues and a earn bit of extra money along the way.

Disclaimer: due to the high volume of applications we receive, we may close a vacancy earlier than the advertised date. This is so we can manage all the applications properly and give candidates a positive experience. Once closed, we can’t consider any further applications, so please submit your application as soon as possible to avoid disappointment

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