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Customer Service Assistant - Barnstaple (South West Water)

Customer Service Assistant South West Water

Location: Barnstaple

To provide the necessary face to face help and advice to customers with leaks on their private pipework to ensure leaks are repaired in a timely manner whilst delivering excellent customer service at all times.

The role will also include, when necessary, the administration of our clients right to enforce legal proceedings in line with Section 75 of the Water Industry Act 1991.

Additionally, the role will incorporate water efficiency and demand management into everyday interactions and tasks, encouraging and promoting the conscientious use of water with customers, colleagues and organisations.


* To provide the necessary help and guidance to customers to assist them with resolving leakage issues on private pipework in a timely manner.

* To work closely with the Customer Leakage Team to provide special assistance to identified customers and enable the delivery of exceptional customer service.

* To perform the required duties associated with the legal enforcement processes documented within Section 75 of the Water Industry Act 1991.

* Work in close collaboration with the Water Efficiency Team, assisting with promotion of demand management and incorporating water efficiency into everyday interactions.

* To assist in the development of processes, methodologies and strategies for engaging successfully with customers to promote and implement reductions in water use at the individual, community and regional levels.

* Monitor the progress of resolving customer leak issues using current reporting tools and ensure information and data is captured accurately and consistently.

* Managing the liaison with third parties, such as councils, housing associations and repair contractors.

* Carry-out as required any special investigations and reports. To include investigations to provide information for Customer Services to respond to customer complaints relating to customer leakage issues within DG7 response times.


* Customer care and/or complaint resolution.

* Ability to work within a team environment but also on your own.

* Proven ability to communicate and liaise effectively with internal and external customers.

* Resilient and able to meet tight and sometimes challenging deadlines

* Basic IS skills ? ability to use company IS systems effectively.

* General H&S awareness.

Role specific training will be provided

Personal attributes

* Customer facing skills and ability to deal effectively with customers both internal and external.

* Reliable, punctual, thorough and committed to achieving the requirements of the role.

* Ability to show resilience in an operational environment with the flexibility to adapt to varied tasks at short notice.

* Adaptable and able to take on new skills which is essential in a continuous improvement environment.

Other Relevant Factors

* Full UK Drivers Licence

* A flexible approach to working hours which will include participation in a standby rotation

RPS is an equal opportunity employer.