Customer Care Case Specialist
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Position Overview & Specifications
About the role
Customer Care Case Specialist
Full time 37 hours per week (part time hours considered)
12 months fixed term/secondment
Salary – Up to £29,594, depending on experience
Location – Northumbria House, Pity Me Durham
About the role
We are currently looking for a Customer Care Specialist to join our busy team in Northumbria House. As part of the Customer Care Team you’ll be responsible for managing written complaints received into the business in relation to water operational activity.
Your primary objective will be to ensure that every customer you deal with receives the highest level of service and satisfaction.
A large part of this role involves working collaboratively as you’ll be required to liaise with other departments that are involved in investigating customer queries.
Our customers deserve a quick resolution to their complaint, so you must be organised and committed to resolving complaints within 2 working days.
We are a small welcoming team that currently do a mix of office/homeworking and hours between 0800 & 1700. If you would like any further information about the role, please contact John Garrett.
About you
You’ll have exceptional customer service and communication skills, both written and verbal. This is an essential part of this role as you will be managing customer contact by telephone, writing and face to face.
Excellent organisational skills are essential as well as the ability to identify and solve problems using a logical, objective and thorough approach.
You should be passionate about delivering unrivalled customer experience and put the customer at the heart of everything you do.
The successful candidate will have proven experience managing demanding workloads whilst working to challenging deadlines. Excellent IT skills, including the use of Microsoft packages, in particular word and excel, is also a requirement of this role.
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.Customer Focused
We aim to exceed the expectations of our internal and external customers.Innovative
We continuously strive for innovative and better ways to deliver our business.One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Energy & Utilities
Based on transatlantic hiring benchmarks for Customer Care Case Specialist roles across Northumbrian Water/Essex & Suffolk Water's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Energy & Utilities.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £29,594 - £29,594 bracket, including retirement vesting and health parity.
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