Developer Services Support Advisor/ Administrator

About the company

We are working in partnership with Northumbrian Water and are seeking a highly organised and customer focused Support Advisor/Administrator to provide technical and administrative support within its Developer Services function.

Your tasks

The successful candidate will support the coordination and delivery of new water service connections, water mains requisitions and diversions, self-lay schemes and water regulations processes associated with new development activity.

Working closely with developers, consultants, contractors and internal operational teams, the role will ensure that activities are coordinated efficiently, service-level agreements are met and customers receive a high standard of service throughout the process.

• Liaise with developers, NAVs, consultants and contractors regarding new water connections, water mains requisitions and diversions, and self-lay processes.
• Work collaboratively with internal stakeholders, including water regulations, distribution, network planning and customer service teams, to coordinate new development activities.
• Arrange and manage appointments for site surveys, trench inspections, meter installations and water service connections.
• Ensure technicians have the necessary information to undertake site visits, inspections and meetings.
• Monitor work queues and service-level agreements (SLAs), identify potential delays and escalate issues where required.
• Check, investigate and process payments relating to new connections, failed inspections and abortive visits.
• Maintain accurate records and update corporate systems to support the effective progression of work.
• Raise work orders and release jobs to planners for scheduling and completion.
• Process and record self-lay WIAPS certificates, ensuring relevant payments have been received and mains have been vested before consent to connect is provided.
• Manage customer expectations by providing clear updates, realistic timescales and timely responses to enquiries.
• Support the preparation of responses to customer complaints in accordance with established procedures.
• Build and maintain effective working relationships with internal and external stakeholders.

Requirements

The successful candidate will have

• Previous experience delivering excellent customer service.
• A valid UK driving licence
• Experience managing workloads, work queues and service-level agreements.
• The ability to handle challenging situations with confidence, patience, tact and professionalism.
• Proficiency in Microsoft Office applications, including Word, Excel and Office 365.
• Strong organisational skills, with the ability to prioritise competing demands and meet deadlines.
• Excellent attention to detail and a commitment to maintaining accurate records.

Desirable Experience and Knowledge

• Previous experience within the water industry.
• Knowledge of the building and construction industries.
• A solution-focused approach to resolving issues and improving the customer experience.

Previous water industry experience would be advantageous but is not essential. Candidates with transferable customer service, administrative or coordination experience who can demonstrate strong organisational skills and attention to detail are encouraged to apply.

Other

Developer Services Support Advisor Temporary 6 month contract Monday to Friday, 9am–5pm Hybrid – 3 days working from home and 2 days in the office - Pity Me Durham Please note- This role requires occasional travel to Chelmsford to support Essex & Suffolk Water

The position primarily supports Northumbrian Water, with occasional travel to Chelmsford required to provide support to the equivalent function within Essex & Suffolk Water.