Contact Team Member

 

We are looking for a Contact Team Member to join our growing alliance with Clancy, Kier, and Anglian Water, supporting the delivery of essential services across the region. This role plays an important part in helping us meet our commitments to customers while contributing to environmental and social improvements within the communities we serve.

If you enjoy working in a fast-paced environment, supporting customers, and ensuring things run smoothly behind the scenes, this could be the role for you.

The Role

This position is central to the success of the IMDS OMC, providing frontline support to customers through appointment booking and responding to enquiries or concerns. You will be passionate about delivering a high standard of customer service while ensuring information is accurately recorded and communicated across operational teams.

Alongside customer contact responsibilities, you will also support engagement activities, including assisting with campaigns that help generate appointments and improve customer interaction through a range of communication channels.

Activities you will be involved in include:

• Acting as a key point of contact for customers, arranging metering appointments and managing enquiries professionally and efficiently
• Gaining a clear understanding of customer concerns and feeding insights back into the business to support service improvements
• Keeping systems and databases updated accurately at all times
• Providing information and basic analysis to stakeholders to support performance monitoring against agreed service levels (SLAs)
• Assisting with the scheduling and planning of operational works
• Supporting customer engagement through multiple contact channels, including phone, email, and digital platforms

We are looking for someone who:

Has excellent customer service skills, particularly when communicating over the phone, and is confident working with IT systems in a busy operational environment. You will demonstrate strong verbal and written communication skills, with the ability to engage positively with customers while maintaining accuracy and professionalism.

Experience using systems such as SAP and Genesys would be advantageous, along with an understanding of modern customer contact methods including social media, self-service platforms, and email communication.

You will be organised, proactive, and comfortable working collaboratively with colleagues to ensure customers receive a consistent and reliable service.