As a Technical Call Agent, you will be responsible for the delivery of first-class customer service, ensuring that Developer Service contacts are investigated, case-managed, fully resolved and responded to in accordance with NI Water policies and procedures. You are also directly responsible for driving performance towards achieving SLA’s whilst complying with our Customer Promises and satisfying key stakeholders with the quality of response.RESPONSIBILITIES • The investigation, end-to-end case-management* and response 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 your direct contact with our customers and key stakeholders. • Work collaboratively with the Customer Relations Centre, Metering & Billing, Work Control 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 a quality customer service, contributing to an ethos of continuous improvement. *Case-management is defined as: • contact assessment; • full account evaluation including review of previous contacts; • devising of an Action Plan: o WHAT – identify action required o WHO – ascertain requirement for input/action/information from colleagues around the business; o WHEN – clear communication of requirement to colleagues including deadlines for response based on regulatory targets • keeping the customer informed of progress and managing customer expectations using a range of contact methods; • challenging responses from colleagues which do not fully, proportionately or robustly address each and every aspect of the customer contact; • escalating delayed updates from colleagues; • ensuring that the final response: o is customer-centric, o is in plain English and free from jargon; o addresses all the points raised; o is proportionate and tailored to the individual customer; o recognises the historical aspects of the customer’s contacts; • ensuring that all of the above is done: o in line the associated regulated timescales / customer promises; and o as stated in the relevant Level of Service Methodology published within the Annual Information Return and in the company’s Codes of Practice.