Riada Resourcing

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

Job description

Join NI Water in Belfast as a Customer Service Officer, responsible for investigating and resolving customer enquiries and complaints, ensuring all cases are managed effectively and responded to in line with policies and procedures. About this role: £15.31 per hour. Monday to Friday. Westland House, Belfast. 37.5 hours per week. Parking facilities on site. Full time, temporary until 31st August 2026 Please note closing date for this vacancy is 12 noon on Wednesday 15th April 2026 - however you can register your interest for other upcoming vacancies by applying today.

Responsibilities

• The investigation, end-to-end case-management, and the preparation and provision of both verbal and written responses
• Coordinate, prioritise and schedule caseloads on a daily and weekly basis to optimise achievement of service levels, and internal and external targets
• Interrogate NI Water’s customer relationship management system, RapidXtra, to review customer contact history and billing standing data.
• Bill correction / changes to standing data in line within the limits permitted in the Financial Delegations and consistent with NI Water policy
• Represent NI Water in your direct contact with customers and key stakeholders
• Establish and maintain rapport with 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 a quality customer service, contributing to an ethos of continuous improvement
• Directly contribute to the achievement of NI Water's customer satisfaction and influencing targets to include Net Promoter Score, and First Point of Contact resolution.

Skills and Qualifications

Essential Skills

• 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
• Experience of working to challenging targets / deadlines in a regulated customer service environment
• Experience of communicating effectively across a diverse range of stakeholders, using various communication methods
• Proficient in 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.