Customer Account Officer

Customer Account Officer

Westland, Belfast

Temporary for up to 6 months

The Client: NI Water

The Role:

As a Customer Account Officer, you will be responsible for the delivery of first-class customer service, ensuring that written customer billing enquiries are investigated, case-managed, fully resolved and responded to in accordance with NI Water billing policies and procedures.

You will be directly responsible for ensuring that the best outcome is reached for customers to ensure effective billing and collection. You are also directly responsible for driving performance towards achieving DG6 (KPI measuring company response to billing contacts received by post or electronically) and other regulated targets including Net Promoter Score, First Point of Contact Resolution and Unwanted Contacts, whilst complying with our Customer Promises and satisfying key stakeholders with the quality of response.

Hours of work: 37.5hrs per week

Requirements:

Essential Criteria:

• A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent
• A minimum of 2 years' experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts is the primary output
• Proven experience in case/account management and working to meet qualitative and quantitative performance targets
• Demonstrable experience of MS Office applications including MS Excel, Word and Outlook
• Proficient in the use of CRM systems to review customer account history and identify and resolve billing issues

Desirable Criteria:

• Awareness of billing and collections processes and procedures and experience of working in a large-scale billing environment

Rate of Pay: £28,441 per annum

**Applicants must be authorised to work in the UK and Ireland. We are unable to sponsor or take over the sponsorship of an employment visa at this time.**

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