Customer Liaison Officer

Dee Valley Water, manages the collection, treatment and distribution of water around North East Wales, Chester and the surrounding area, supplying around 62 million litres of drinking water each day to approximately 260,000 customers. Well established within the local community with a reputation for delivering excellent customer service, the Company is seeking to appoint suitably experienced and enthusiastic individuals to the following roles.

Reporting to the Customer Accounts Manager, the Customer Liaison Officer will be instrumental in supporting the Company’s customer vulnerability strategy. This will involve liaison with customers in their home environment or by telephone to conduct an assessment of customer vulnerability including personal financial circumstances to identify suitable support mechanisms and make appropriate recommendations to customers. Other key responsibilities of this role will include advice on optional metering and other water efficiency options. To provide information on third party assistance where necessary and to promote flexible payment plans to assist customers with debt arrears.

The following criteria will be considered when selecting the successful applicant for this post:

• Educated to GCSE standard grade C or above in English, Maths and ITC is essential.
• Full driving licence is essential.
• The ability to remain calm and professional in potentially difficult situations is essential.
• The ability to empathise whilst achieving satisfactory outcomes is essential.
• Knowledge of the water industry and previous customer service experience would be advantageous.
• Excellent interpersonal skills
• Confident and professional at all times
• Ability to speak Welsh would be advantageous