The Customer Support Technician role forms part of the Wastewater Network Team. This is a field based role, devised to drive the resolution of issues on the public sewerage network. You will predominantly be dealing face to face with customers at their property, investigating drainage problems and applying the correct techniques to resolve problems on the Wastewater Network.
The Customer Support Technician is responsible for collecting data and producing an on-site report using United Utilities corporate IT systems, for each incident you attend. You will be the face of United Utilities, providing excellent Customer Service often in difficult circumstances and all weathers.
You will be required to work a rotating 10 hour shift pattern which averages 37 hours per week Monday to Sunday, the shifts cover the period from 0800 to 22:00

TECHNICAL SKILLS & EXPERIENCE

• Excellent communication skills, both verbal and written, across all levels.
• IT literate.
• Excellent Customer Service skills.
• Excellent organisation and time management skills.
• Ability to prioritise and think clearly whilst under pressure.
• Able to demonstrate logical problem solving skills.
• Mobile across a wide network area.
• Ability to work under own initiative.
• Able to co-ordinate the involvement of others to resolve issues. (3rd party contractors)
• Produce clear and legible data which is able to withstand regulatory scrutiny.
• Able to set realistic timescales and manage customer expectations effectively.

• Full UK Driving License.

  Desirable Criteria:

• Knowledge and understanding of problems faced within Wastewater Network Operations.

• NVQ Level 3 in Customer Care

QUALIFICATIONS

In order to be eligible for this role, you will need to have achieved at least 5 GCSE’s (or equivalent) at grades A-C including Maths and English.

• On-site assessment of customer problems and initiation of remedial work.
• Provide excellent customer service
• Responsible for the health and safety on-site
• Driving first time resolution of customer issues
• Keeping customers informed and managing customer expectations
• Collecting information and data from site and producing reports of a high quality
• Capturing regulatory data on corporate IT systems
• Updating sewer maps.