Riada Resourcing

Phone Number: 02870326600
Email: info@riadaresourcing.com
Web: www.riadaresourcing.com

Job description

Technical Customer Advisor - Belfast - NI Water Are you a customer-focused professional with experience managing technical queries and delivering high-quality service? Join Northern Ireland Water’s Developer Services team at Westland House, Belfast, where you’ll play a key role in supporting customers and developers in the provision of new water and wastewater services. Developer Services works closely with private developers and household customers on the provision of new water and wastewater connections. The Customer Engagement Team is responsible for managing customer queries and technical cases, providing accurate, reliable information on design standards, operational practices, and legislative requirements. About the role: £15.31 per hour Westland House, Belfast Full time, temporary for up to 6 months 37.5 hours per week Parking facilities on site Please note closing date for this vacancy is 9th July 2025 - however you can register your interest for other upcoming vacancies by applying today

Responsibilities

• The investigation, end-to-end case-management and respond to telephone and/or written enquiries ensuring a holistic customer management approach.
• Plan effectively: coordinate; prioritise and schedule own caseloads on a daily and weekly basis to optimise achievement of service levels, first time resolution to customer queries and internal and external targets.
• Represent NI Water in a professional and confident manor when in contact with our customers and Stakeholders.
• Work collaboratively with the Customer Relations Centre, Metering & Billing, Work Control, Customer Services and Production Line colleagues, sharing information and communicating effectively to enhance service delivery for our customers.
• Challenge current processes and assertively question the appropriateness of response to customer issues from around the business.
• Identify and recommend more efficient ways to deliver quality customer service, contributing to an ethos of continuous improvement.
• Provide support and assistance to Developers, Agents and Customers on various process related topics coordinating with other departments throughout the business, to ensure client needs are fulfilled efficiently.
• Develop and maintain clear, accurate and up-to-date documentation, including knowledge bases, training, FAQs, and step-by-step guides.

Skills and Qualifications

Essential Skills

• A minimum of 5 GCSEs Grade C or above, must include English, or equivalent educational attainment.
• At least 2 year of experience in a Customer Service role, where providing high-quality verbal and written responses is the main focus, within a fast-paced environment.
• Excellent communication and interpersonal skills with experience of dealing with internal and external stakeholders.
• Demonstrated experience in the management of and overseeing customer contact cases from initiation to resolution, working to compliance, policies, business targets and service.
• Demonstrated experience in reviewing customer account history to identify and resolve issues effectively.
• Proficient in the use of MS Office applications including MS Excel, Word and Outlook
• As part of the reference checking and vetting process for this position you will be requested to undertake a Basic AccessNI Disclosure. Having a criminal record will not necessarily be a bar to obtaining a position.