Customer Service Representative

Our Customer Service Representative plays a key role in delivering amazing customer experiences through engaging, quality conversations using a combination of inbound & outbound calls and digital interactions. This role is dedicated to our regulated fresh and wastewater customers from the moment they onboard with us, right up until they leave – and everything in between!

You’ll be working in a fast-paced environment where change is embraced and we work together, sharing best practice to achieve our objectives & targets whilst living our company values.

• Understand and deliver against required objectives and targets delivering amazing customer experiences

• Responsible for the completion of all documented processes supporting our customers and completing key activities such as move in & out, billing, customer service, live incidents, collections and complaints

• Handling inbound calls & digital communications from our customers and working an outbound dialer to contact customers for delivery against objectives such as payment collection and debt prevention activities

• Proactively identify and apply additional support services such as Priority Service Register, Water Sure and Social Tariffs

• Take ownership of complex queries delivering clear resolutions in a timely manner for our customers

• Deliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and payments

• Make the most of our multi-channel technology and defined guides to deliver engaging, concise and clear communications both verbally and in writing to remain compliant in all interactions with our customers

• Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company

• Positively engage in coaching with your Leader to review performance, customer
  experience, your personal contribution to company objectives and your personal development

• Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end customer experience, department objectives and direct customer contact

• Customers feel listened to, supported and valued, with a positive experience regardless of the reason for contact.

• Issues are resolved first time wherever possible, with customers receiving timely, clear and accurate updates throughout.

• Customer records and account activities are maintained with a high degree of accuracy, supporting excellent operational performance.

• Customers and colleagues can rely on you to follow through positively on commitments, taking pride in your work to contribute to a stable, efficient and high-performing team.

• Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships

• Efficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the role

• Able to build strong working relationships with colleagues and motivate others in your team

• Resilient and responsive to change with a natural ability to react to and resolve issues through a solution-based approach

• Experience of working in a fast-paced, customer focused environment, although working in a Contact Centre would be advantageous, it is not essential – we are looking for colleagues who love helping customers

• Computer literacy…