Job Title

Job DescriptionDescription You are a highly motivated and detail-oriented individual who is passionate about customers and resolving their issues quickly and accurately. You will be responsible for logging and handling customer complaints, including initial triage, first-time resolution, system logging, updates, and closing cases.You must be confident when communicating with potentially unhappy customers daily. Using a friendly and empathetic approach, you will act as the champion of the customer, ensuring their needs are met and concerns addressed promptly and professionally. Additionally, you will collaborate with office and field teams to facilitate resolution of customer issues.You will support our Customer Lead in providing excellent service from our Warrington office. Other duties include replenishing customer literature stock, assisting with customer data and management reports, working on campaigns, and representing the customer in various initiatives.Whatever you’re doing, life will never be dull, and you will have opportunities to make a positive difference for our customers. Key Responsibilities Log and receive complaints on the NWP systems. Conduct triage calls to gather information and attempt first-time resolution. Communicate with supervisors via email regarding complaint details and resolution expectations. Provide customer updates and follow-ups. Close complaints with customers. Keep customers informed about ongoing issues and next steps. Handle damage hotline calls and facilitate resolutions efficiently. Replenish and print leaflets and drop cards. Support customer initiatives within NWP Connections. Assist with customer satisfaction surveys and investigations. Support customer data management, MI, and reporting. Promote customer awareness through newsletters, training, and site visits.Experience and Qualifications Passion for providing excellent customer service. Clear and concise communication skills, both verbal and written. Professional phone etiquette and ability to handle difficult conversations. Proficiency in Outlook, Word, Excel, PowerPoint, with accurate data entry skills. Ability to build rapport and put customers at ease. Strong organizational skills and attention to detail. Friendly, approachable, reliable, and punctual. Previous customer service experience in an office or contact center is required; utility industry experience, especially water, is desirable.Salary and Benefits We offer a competitive salary based on experience along with a comprehensive benefits package.Network Plus is an Equal Opportunity Employer, celebrating diversity and committed to inclusivity. We welcome applications from all backgrounds, including ex-Armed Forces personnel, reservists, veterans, and military spouses/partners.Your privacy is important to us. By applying, you agree to our privacy policy. About Network Plus Network Plus delivers essential utility and infrastructure services across the UK. We value diverse experiences and perspectives, fostering an inclusive environment where everyone can thrive and contribute meaningfully. #J-18808-Ljbffr