Job Title: IMDS Customer Care Analyst

IMDS Customer Care Analyst

Location: Huntingdon

Contract: Full time – 12month Fixed Term Contract

Salary: dependent on experience

Who we are?

Here within Anglian Water, we collaborate with a number of alliance partners to provide the best water and water recycling services across the region by maintaining our existing assets and undertaking new projects to safeguard future water supplies.

Playing a key part in our drive to bring environmental and social prosperity to the region we serve through our commitment to Love Every Drop are The Embedded Alliances which includes the Integrated Metering and Development Services (IMDS). Formed of Anglian Water, Clancy and Kier, the IMDS alliance deliver household and business metering programme, including installing new and replacing old meters and managing smart metering trials.

The requirement to embed a positive and driven commercial culture throughout our organisation has never been as important as it is now as we strive to outperform against our targets, deliver customer satisfaction and enhance the communities we serve.

What you will be doing as a Customer Care Analyst?

This role is fundamental to the success of IMDS. It will play a critical role in the management of written complaints for the delivery areas. It will ensure processes are adhered to complete right first time & minimise rework & return visits. It will take a key role in ensuring IMDS achieves our ODI obligations with the prime focus being CMEX & RMEX.

The role will require strong organisational and analytical skills to enable effective and efficient resolution of written complaints. You will need to have customer-centric attitude and a passion for customer service delivery. There will be a need for reporting on complaint volumes and trends to ensure IMDS has the data necessary for a continuous improvement approach.

You will be an expert in the use of SAP. You will enhance the process and procedures and embody our Make Today Great values to deliver a first class service to internal and external customers and ensure we deliver on our CMeX and RMeX targets.

Key Responsibilities:

  • Keep customers informed at the appropriate time and in keeping with their expectations.

  • Manage customer contact through written form and respond within the levels of service required by the business.

  • Ensure SAP job operations & associated file maintenance are completed within level of service and to the customer’s satisfaction.

  • Resolve SAP errors.

  • Resolve found and missing meters.

  • Actively promote your own and Welfare, & Health & Safety to others. Identify and remove hazards and report as appropriate.

What skills and behaviours we need from you?

  • Passionate about Customer Service

  • Ability to work in a team or under own supervision when required

  • Good communication and organisational skills

  • Good attention to detail.

  • Proven analytical and problem solving skills

  • Must be accurate and able to proactively carry out own time management

Why Anglian Water?

Alongside our great benefits you will be part of a great team based in Huntingdon who will welcome you to their team and provide all the support and development you need.

  • Bonus scheme

  • Private health care

  • Competitive pension scheme

  • Up to 26 days annual leave rising with length of service

  • Flexible benefits to support your wellbeing

Closing date: 9th June 2023


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