Customer Care Case Specialist

Smart Metering Real-Time Complaints and Care Specialist

Full Time, 12 Month Fixed Term Contract

Salary from £24,880 - £31,100 depending on experience

Based in Pity Me, Durham

Are you passionate about delivering outstanding customer service and resolving issues effectively? We’re looking for a Smart Metering Real-Time Complaints and Care Specialist to join our dynamic team and be the first point of contact for dissatisfied customers.

About the Role

In this role, you’ll manage customer complaints from initial contact through to the first stage of our complaints process. Also working with real-time contacts from our customer contact centre and operational teams, you’ll be responsible for ensuring each customer receives prompt, informed, and satisfying resolutions to their issues.

This is a varied and dynamic role focused on resolving customer complaints related to the installation and ongoing use of smart meters which can cover both billing and operational challenges. The specialist serves as a key point of contact for customers experiencing issues and collaborates across teams to ensure timely and effective resolution.

You’ll be empowered to make decisions that lead to positive outcomes and be driven to turn complaints around with 24 hours. You’re expected to be highly organised, handling cases, with a commitment to resolve them fully within 2 working days. This will involve close collaboration with other teams across the business to investigate and resolve queries, fostering relationships, and taking ownership of each case to ensure the best possible outcome for all parties.

Key Responsibilities:

• Customer Interaction: Provide a high level of service and satisfaction to dissatisfied customers, managing cases up to and including the first stage of our complaints process.
• Decision-Making: Utilise your decision-making skills to deliver timely, effective responses, ensuring customer concerns are fully addressed.
• Collaboration: Liaise with internal teams to gather information, investigate complaints, and support comprehensive resolutions.
• Case Management: Resolve complaints within 2 working days, following up to ensure that outcomes meet our service standards.

What We’re Looking For:

• Strong organisational skills with a commitment to timely, effective resolution of customer issues.
• Excellent communication skills, able to provide clear, concise responses to customer queries.
• Ability to work both independently and collaboratively, building productive relationships across teams.
• A proactive, customer-focused mindset with the confidence to make decisions that support positive outcomes.

Working Hours and Team Culture

You’ll be joining a small, welcoming team that follows a hybrid working pattern, with hours between 8:00 a.m. and 6:00 p.m. We’re dedicated to providing a supportive, inclusive environment where team members are encouraged to take ownership and make a genuine impact.

If you’d like to learn more about the role, please reach out to Chris Dwyer or Jacqui Bell.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role will require a DBS to be completed prior to employment.

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

· Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.

· Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.

· Free access to local attractions.

· A fantastic discount scheme, with savings on days out, shopping, travel and more.

· Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.

· Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.

· Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.

· Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.