Customer Service Officer

Customer Service Officer – Belfast – NI Water

Join NI Water in Belfast as a Customer Service Officer, responsible for investigating and resolving customer enquiries and complaints, ensuring all cases are managed effectively and responded to in line with policies and procedures.

About this role:

• £15.31 per hour
• Monday to Friday
• Westland House, Belfast
• 37.5 hours per week
• Parking facilities on site
• Full time, temporary until 31st August 2026
• Please note closing date for this vacancy is 12 noon on Wednesday 15th April 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 the preparation and provision of both verbal and written responses
• Coordinate, prioritise and schedule caseloads on a daily and weekly basis to optimise achievement of service levels, and internal and external targets
• Interrogate NI Water’s customer relationship management system, RapidXtra, to review customer contact history and billing standing data.
• Bill correction / changes to standing data in line within the limits permitted in the Financial Delegations and consistent with NI Water policy
• Represent NI Water in your direct contact with customers and key stakeholders
• Establish and maintain rapport with 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
• Directly contribute to the achievement of NI Water’s customer satisfaction and influencing targets to include Net Promoter Score, and First Point of Contact resolution.

What you’ll need for this role:

• A minimum of 5 GCSEs Grade C or above, to include English and Maths, or equivalent
• A minimum of 2 years’ experience in a Customer Service/Contact Centre role where both quality verbal and written responses to customer contacts is the primary output
• Experience of working to challenging targets / deadlines in a regulated customer service environment
• Experience of communicating effectively across a diverse range of stakeholders, using various communication methods
• Proficient in MS Office applications including MS Excel, Word and Outlook
• 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.

Riada Resourcing is an equal opportunities employer.

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