Customer Service Advisor

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Summary:

Are you seeking a team that shares your passion for providing excellent customer service? Are you a determined individual? Do you enjoy setting goals for yourself? If so, this is a chance you won't want to pass up...

This is a critical position within our fast-paced, friendly, and award-winning Customer Service team. You understand your customer's point of view and make them feel important. Your warmth, passion, and commitment will assist us in getting it right the first time for our customers.

No two days are the same. You'll help customers with water bills, refunds, payment plans, and occupant changes. You'll also be helpful if they have problems with their water supply. You enjoy working towards targets, love problem solving, and take satisfaction in delivering the best solutions possible.

The initial salary is £23,247.87, rising to £23,446.79 after probation. We also offer bonuses for meeting targets. You can earn an extra £3,000 on average and up to £6,300 in total. Monday through Friday, 08:00 - 19:00, and Saturday, 08:00 - 13:00. You'll be assigned to a shift pattern that includes one Saturday every six weeks. The rotas are created in advance so that you can plan.

Previous call centre experience is preferred but not required. Ideally, you'll have experience in a customer-facing or customer-focused position. You're eager to learn and respond well to feedback. We provide thorough induction training, ongoing coaching, and the support and encouragement you need to get started well.

In our vibrant, friendly call centre, you'll find plenty to do, including regular competitions, rewards, team nights, social events, and paid volunteering days to support issues you care about.

This position offers numerous prospects for progression. For example, most of our management began their careers as Customer Service Advisors. You'll have the opportunity to move throughout the department to learn new skills and try out for other roles. As a result, now is a perfect opportunity to launch a successful career and contribute to the success of our Customer Service team.

Main responsibilities:

• Provide an excellent customer experience by being flexible to resolve all customer contacts within the company timescales and contribute to customer satisfaction score.

• Maintain focus on meeting targets and adhere to business processes, data protection, regulatory compliance and attendance.

• Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.

• Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed.

• Attend and contribute to team meetings with team, peers and colleagues.

• To be available to support the business in peak periods by covering post room and reception duties and by being part of a standby rota emergency periods.

You'll need:
Skills / Qualifications / Experience

• Achieved GCSE Maths and English at Grade 4/C (or equivalent)

• Commitment to providing excellent customer service

• Dedication to finding the best solutions to problems

• Excellent computer abilities

• Outstanding writing and vocal communication abilities

It will be a bonus if you have:
Skills / Qualifications / Experience

• Previous customer service / call centre experience would be advantageous

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.

We want to be the water company people want to be supplied by and want to work for.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package:

• Excellent Stakeholder pension scheme, up to 10% employer contribution.

• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.

• Flexible annual leave policy to buy or sell holiday leave.

• Paid volunteering days.

• Cycle to work scheme.

• Health cash plan.

• Life assurance.

• Wellbeing related benefits.

What can you expect from your recruitment?

• To apply for this position, please submit your CV on our career’s website.

• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.

• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

If this sounds like the opportunity you’ve been looking for, apply now!

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package:

£23,247 - £25,500 on target earnings

Join our team:

Be you, belong and valued.
Grow a career with a meaningful purpose.

Can't find a suitable opening?

Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

About Us

We supply top-quality drinking water to 2.3 million customers in the southeast of England.
Through a network of 9,000 miles of pipe, we deliver 544 million litres of water every day. It's the skill and expertise of our employees that ensures our water meets the highest standards.

We make sure we can meet the needs of our customers both now and in the future.

What you get from working with us:

Grow a career with a meaningful purpose.
• Come to work to be safe, valued, and trusted.
• We’ll encourage you to create and pursue new opportunities for personal growth.
• A place to be the real you, build deeper connections and enjoy a sense of belonging.
• Be invested in helping us to create a sustainable water supply for now, and in the future.