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Customer Service Advisor
3 months ago
Customer Service Advisor
Our Role
As a Customer Service Advisor, you will be responsible for delivering exceptional levels of customer service, including proactively contacting customers, making appointments, responding to queries and complaints.
Key Responsibilities
- You will proactively contact customers, via their preferred channel, to resolve and bring closure to customer queries, complaints and issues
- You will support the planning and scheduling function to contact customers and make appointments
- You will keep customers updated on the progress of their queries
- You will proactively contact customers after work has been completed to check their satisfaction and identify any lessons learnt / improvements
- You will ensure information and actions taken to resolve customer issues or complaints are accurately recorded in the relevant IT systems
- You will be the main point of contact for receipt and provision of substantive responses to customer complaints referred by Yorkshire Water
- You will monitor the response to any customer complaints ensuring they are provided within agreed SLAs; chasing where necessary
- You will regularly monitor relevant Yorkshire Water systems including SAP Advantex, ICE for actions relating to customer service; ensuring actions and responses are completed in accordance with timescales set and relevant service levels
- You will conduct lessons learnt and take part in deep dive sessions to understand the root cause of customer issues, complaints and queries
Experience and Qualifications
- Excellent communication skills to communicate effectively with customers and Yorkshire Water stakeholders
- Understanding of end to end water processes, roles, responsibilities and the customer journey
- Highly computer literate able to use Microsoft packages especially Word to a high degree, knowledge of YW systems would be an advantage
- Proactive this is a dynamic and fastmoving role
- Able show customer's empathy and understanding we'd like you to be able to put yourself in the customers' shoes
- Able to positively influence customer thinking; turning a potentially difficult situation around resulting in a positive outcome
Network Plus at a Glance
- We are an awardwinning utility and infrastructure business with more than 20 years' experience, operating from 80+ depots across the UK.
Salary and Benefits
We offer a competitive salary based on experience along with a full benefits package.
Network Plus is proud to be an Equal Opportunity Employer
.
We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
Job Types:
Full-time, Permanent
Salary:
Up to £25,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Onsite parking
Schedule:
- Monday to Friday
Work Location:
In person
