Job Title

Job DescriptionDescriptionAs part of the Customer team working with our Water & Waste replacement delivery partners to inform, communicate and liaise with customers along their journey with us in providing a safe and reliable, utility network across the South West.Working to create an exceptional customer experience whilst we replace the gas pipes in the road and to their property.Key ResponsibilitiesnCustomer Communication Act as the primary point of contact for customers regarding water and wastewater services projects across the South West.nIssue Resolution Address and resolve customer complaints, inquiries, and service issues promptly within internal customer and stakeholder for the project.nService Coordination Coordinate between customers and operational teams to schedule repairs, maintenance, and service interruptions.nStakeholder Engagement Build and maintain strong relationships with customers, local authorities, and community representatives.nProject Updates Provide clear, timely updates to customers about ongoing projects, planned works, or disruptions.nEmergency Response Manage customer communications during water supply or wastewater emergencies, ensuring timely updates and resolutions.nInformation Management Maintain accurate records of customer interactions, inquiries, and resolutions.nFeedback Collection Gather customer feedback to improve service delivery and identify trends or recurring issues.nComplaint Escalation Escalate complex or unresolved issues to the appropriate departments or management teams.nAwareness Campaigns Support public awareness initiatives related to water conservation, wastewater management, and service enhancements.nReport Generation Prepare and submit regular reports on customer interactions, complaints, and satisfaction levels.nCommunity Engagement Attend public meetings or community events to address concerns and share project details.Skills, Knowledge & ExpertisenPrevious experience in a similar, customer focused rolenEffective internal and external stakeholder management.nComprehensive knowledge of the water industry & willingness to learnnEnthusiastic and self-motivatednEffective verbal and written communication skills with the ability to engage with stakeholders at any levelnWillingness to challenge processes and implement change where necessarynAbility to coach those working within your team and wider networknAbility to analyse data and understand how to make improvements which will have a positive impact on performancenJob BenefitsWe offer a competitive salary based on experience along with a full benefits package.Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.nWe are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.nWe understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy which you can find here - Network Plus Network Plus is an award-winning business delivering essential utility and infrastructure services for the UKs major providers of gas, power, telecoms, transport, water, and wastewater.nWe value the variety of experience, perspective, and other points of difference our workforce, clients, and supply chain offer.nWe are actively working with colleagues across the Network Plus Group to develop an inclusive environment we want all our employees to feel valued and included to enable everyone to thrive at work and understand the value of their contribution matters no matter their background, identity, or circumstances.