Technical Customer Advisor - Belfast - NI Water
Are you a customer-focused professional with experience managing complex customer cases from first contact to final resolution? Join Northern Ireland Water’s Developer Services team at Westland House, Belfast, where you’ll play a key role in investigation, analysis, structured action planning and cross-departmental co-ordination.
About the role:
- £15.31 per hour
- Westland House, Belfast (hybrid working available after 3 months)
- Monday to Friday
- 37.5 hours per week
- Full time, temporary for up to 6 months
- Please note closing date for this vacancy is 12 noon on 30th March 2026 - however you can register your interest for other upcoming vacancies by applying today
What you'll be doing in this role:
- The investigation, end-to-end case-management* and development of clear action plans.
- Respond 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 a professional and confident manor when in contact with our customers and Stakeholders
- Work collaboratively with the Customer Relations Centre, Metering & Billing, Work Control, Customer Services 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 quality customer service, contributing to an ethos of continuous improvement.
What you'll need for this role:
- A minimum of 5 GCSEs Grade C or above, must include English, or equivalent educational attainment.
- At least 2 year of experience in a Customer Service role, where providing high-quality verbal and written responses is the main focus, within a fast-paced environment.
- Excellent communication and interpersonal skills with experience of dealing with internal and external stakeholders.
- Must have demonstrated experience in the management of and overseeing customer contact cases from initiation to resolution, working to compliance, policies, business and service targets.
- Strong stakeholder communication skills - ability to challenge when needed.
- Demonstrated experience in reviewing customer account history to identify and resolve issues effectively.
- 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.
If this sounds like the next step in your career, we’d love to hear from you! Even if you don’t meet every listed requirement, we encourage you to apply – we may have other suitable roles for you. Apply online, email your CV to [email protected] or give Wendy a call on 028 2563 1555 to find out more.
Riada Resourcing is an equal opportunities employer