Customer Service Specialist

Join to apply for the Customer Service Specialist role at South West Water
.

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area, and we have huge ambitions. Not only are we committed to reaching net‑zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

If you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #Just Add Water .

Are you a customer-focused individual looking to progress your career with a company that prides itself on its people?

We currently have a fantastic opportunity available for a Customer Service Specialist to join our team based in Bournemouth
. This is a full-time, permanent position with a competitive salary of £
27,010 per annum plus a range of excellent company benefits and rewards.

In this role you will be working as part of the CARE team in a rewarding and fast-paced customer service environment. On a day-to-day basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customer’s queries quickly and efficiently.

• Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort.
• Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances, including identifying potential vulnerability, financial hardship and offering affordability tariffs via the customers communication channel of choice.
• Use an empathetic manner, excellent communication skills and the ability to build rapport; negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing; complete customer service (Res‑Ex) related calls; work on and contact customers with previously occupied accounts.
• Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment.
• Resolve the customer’s initial query, identify future problems, and proactively identify any future benefits or requirements the customer might have.
• Share insights with peers and management, promoting a collaborative approach to continuously improving the customer service experience.
• Work will involve incoming and outbound telephone contacts, written correspondence, non-contact administration, and representing the client in contact with third parties and customer representatives while maintaining accurate records of contact with customers using our CRM system.
• Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and referring these to the Collections Team Manager.
• Ensure individual performance targets and agreed objectives are achieved and maintained.

• Customer service experience.
• Experience or knowledge of debt collection practices.
• Excellent communication skills.
• Confidence in decision making via telephone.
• Confident use of IT systems.
• Friendly and socially confident, with a willingness to engage with others.
• Ability to direct and manage a call through to resolution.
• Forward thinking, initiative and ownership.
• A positive and enthusiastic attitude, embracing the challenges this job entails.
• A strong work ethic to achieve team goals.

• Generous holiday allowance plus bank holidays.
• Buy or sell annual leave for extra flexibility.
• Buy a bike and safety equipment tax-free through our Cycle to Work scheme.
• Free car parking at the majority of our sites.
• Up to 26 weeks’ additional maternity leave.
• Shared parental leave and split time off to care for your child.
• Investment in Pennon Group plc through…