Cole Barton Email & Phone Number

Reading, Gb

Reading, England, United Kingdom

• Co-ordinating and overseeing inbound and outbound contacts from and to customers, stakeholders, other departments, local authorities, emergency services and priority service customers• Communications with internal and external contractors to ensure services are delivered within agreed timescales and to exceed customer expectations• Acting as a point of contact and SME for transformation and change programmes such as WFM-Salesforce and Next Generation Contact Centre, representing the wants and needs of the 24hr Incident Team and Operations contact centre.• Intervening when necessary through escalations, managing stakeholders and challenging appropriately to drive positive customer outcomes• Demonstrating stakeholder engagement at all levels and working collaboratively with operational teams during service failures, across waste and clean water• Managing team workloads to ensure completion within SLA and completing daily reports showing daily, weekly and monthly stats for the department• Training and coaching team members on areas such as system operations and internal processes, to ensure the delivery of exceptional customer service• Key involvement in incident wash ups with a variety of internal stakeholders, ensuring learnings are captured and we continually improve our incident response • Working with data relating to operational incidents for both waste and clean water

Key responsibilities include- Assistant manager to support the delivery of crucial customer incident information alongside admin to support the teams BAU tasks. Training and coaching team members on areas such as system operations and internal processes, to ensure the delivery of exceptional customer serviceKey involvement in incident wash ups with a variety of internal stakeholders, ensuring learnings are captured and we continually improve our incident response Supporting team manager with training, delivery of 121s and incident responses. Admin tasks such as daily reporting and event tracking.

Reading, England, United Kingdom

Reading, England, United Kingdom

Handling inbound customer calls and escalations relating to Clean and Waste water issues