Customer Experience & Incident Resolution Lead

• Support and deliver operational excellence across Customer Service
• Handle and manage inbound operational (water and waste) customer contacts
• Deliver excellent customer service by taking ownership of customer issues
• Direct complex issues to the right team for resolution
• Provide dedicated customer communication in the management of incidents
• Update and resolve channels of communication
• Provide support to the Duty Manager during incidents
• Act as a central point of contact for all operational contacts
• Use technical knowledge in relation to customer contacts

Requirements

• Passionate in delivering excellent Customer Experiences for our customers
• Able to work on own initiative and use problem solving skills to be able to resolve customer issues.
• Adaptable to change and flexible to different options/ways of working
• Excellent written and verbal communication skills, able to communicate effectively at all levels
• Able to take on feedback to improve own performance and fully develop within the role
• Previous experience of working in a performance driven environment
• Able to understand customer needs, show empathy and create positive outcomes.
• Able to demonstrate drive, dedication and ambition to deliver first class customer service.
• Excellent IT skills
• A responsible individual, with the ability to cope under pressure calmly and rationally in a sometimes, stressful operational environment.
• Able to take responsibility for your own health, safety and wellbeing and that of others.

ATS Optimization Keywords
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Soft Skills

• problem solving
• adaptability
• communication
• empathy
• drive
• dedication
• ambition
• stress management
• initiative
• performance improvement