Wastewater Jeopardy Analyst

• Customer-focused with strong communication skills and a clear understanding of regulatory customer service standards and the CMEX process.
• In-depth knowledge of Integrated Network Systems (INS), Water and Wastewater Network processes, and associated service level agreements.
• Proficient in Microsoft Office and able to manage multiple information screens simultaneously while assimilating complex data quickly.
• Strong team player with the ability to prioritise workload, react swiftly, and maintain accuracy under pressure.
• Thorough understanding of escalation procedures within Water and Wastewater Networks.

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

To improve customer satisfaction across the water and wastewater network, by ensuring the customer is kept informed throughout their journey, from issue reporting to job completion.

• Reduce repeat contacts by proactively identifying issues that generate a customer call, and resolving the issue
• Track and monitor work that falls into jeopardy and resolve
• Escalate issues when required following escalation matrix
• Keeping customer informed throughout the customer journey
• Make closure call to customer to ensure customer satisfaction and resolve any dissatisfaction
• Build a network of contacts to resolve issues and improve the overall customer experience
• Required to support other business critical activities when required such as CMEX/Process Improvement projects and customer service initiatives