Customer Services Agent

Role: Customer Services Agent

Contract Type: Fixed term contract until February 2026

Location: Belfast

The Role: As Customer Support Agent you will responsible for the scanning, logging and indexing of all correspondence to ensure accurate regulatory reporting and contacts are responded to in accordance with NI Water policies and procedures.

Key Responsibilities:

Responsibilities

• This role will involve the scanning, indexing and logging of all customer correspondence received by NI Water. Ensuring that they have been categorised correctly, so that they can be responded to in line with NI Water's Service Level Agreements and Customer Promises.
• You will be able to identify and flag correspondence which requires to be expedited or escalated.
• You will be required to respond to customer correspondence including Third Party Access forms and Septic Tank desludge requests, ensuring they have been correctly actioned in line with our policies and procedures.
• You will be required to collate and circulate the details of NIE planned interruption notices.

Service Delivery

• Scan, index and log all correspondence received by NI Water on day of receipt.
• Process work in line with agreed procedures, business rules or scripts.
• Coordinate, prioritise and schedule work on a daily and weekly basis to optimise achievement of service levels and achievement of internal and external targets.

Service Improvement

• Participate in company-wide business improvement initiatives.
• Identify opportunities for service improvements and delivery.

Essential Criteria

1. A minimum of five GCSE's Grade C or above, to include English and Maths, or equivalent.
2. A minimum of one years' experience in a Customer Service/Contact Centre role, including data entry.
3. The ability to communicate effectively both verbally and in writing.
4. The ability to work under pressure to meet challenging qualitative and quantitative performance targets.
5. Competent in MS Office applications including MS Excel, Word and Outlook

Hours of Work:

• Monday - Friday, start 8 - 10am, finish 4 - 6pm (flexi-time)

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