Location
Hybrid – with access to North London and Beckton STW and our Hammersmith PS office.

Hours
38 hours a week, Monday - Friday

Salary
£33,000 to £40,000 per annum depending on experience

About the Role
Are you a great communicator who thrives on making a difference? In this role, you’ll be the Customer Liaison for the Wastewater area in North London. You will manage a busy caseload and take full ownership of your area, investigating and resolving customer complaints with waste team members. In this varied and people-focused role, you will be the voice of Thames Water and use your effective communication skills to resolve customer challenges.
- Managing a dynamic caseload and taking full ownership of your area, investigating and resolving customer complaints with waste team members.
- Communicating with customers via telephone, email and site visits, ensuring we follow our brand and regulatory guidelines, keeping them updated throughout their journey.
- Collaborating with teams across the business to find timely and effective resolutions.
- Acting as main point of contact for case managers and managing trackers for open complaints in the region, ensuring timely and accurate information is provided to the relevant Customer Team.
- Arranging and running meetings to bring all relevant parties together to resolve complaints and keep internal stakeholders informed of progress.
- Negotiating or escalating unresolved issues to achieve the best outcomes for both the customer and the company.
- Controlling the customer journey to make it as positive as possible while maintaining accountability at every step, balancing customer satisfaction with financial considerations.
- Building meaningful relationships as the trusted single point of contact to resolve customer complaints and turn challenging situations into positive experiences.
- Attending site visits with team members, acting as the main contact for customers and keeping them informed every step of the way.

Experience
- Experience engaging with customers and managing challenging cases.
- Strong interpersonal and influencing skills.
- Proficient in MS Office (Excel, Outlook, Word) and comfortable using operational systems such as Salesforce and GIS.
- Ability to manage workload, prioritise tasks and decide on suitable actions.
- Strong negotiation skills and commercial awareness.

About you
- A customer advocate with passion and determination to improve customer experience.
- Excellent written and verbal communication skills with a customer focus.
- Resilient and adaptable, able to stay professional and impartial under pressure.
- Confident in building strong relationships with customers and stakeholders.
- Decisive and calm in a target-driven environment.
- Flexible and adaptable to handle changing priorities in a reactive environment.
- Willingness to travel to regional depots as required.
- A full clean UK driver’s licence and use of a car for business purposes is essential.

Qualifications
- Ideally, good knowledge of waste network issues and the wholesale wastewater operational business is desirable but not essential.