Customer Service Advisor

4 weeks ago

Snodland, United Kingdom South East Water Full time
Are you seeking a team that shares your passion for providing excellent customer service?

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

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...

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

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.

There are no two days that are alike. 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 £21,917, rising to £22,437 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.

The start date for this role is 28th May 2024.

What will you gain from work at South East Water?

You’ll grow a career with a meaningful purpose. Be you, belong and be valued.

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.

What will you be responsible for delivering?

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 stand by rota emergency periods.

What do you bring to the role?

You must be able to commute to our office in Snodland, Kent, and you must be available to work onsite for your 4-week induction as well as the rest of your probationary period (typically 6 months).
Able to visit the office 2-3 times a week following probation.
Committed to providing excellent customer service.
Dedicated to finding the best solutions to problems.
Previous customer service / call centre experience would be advantageous.
Excellent computer abilities.
Outstanding writing and vocal communication abilities.

Salary & Benefits:

21,917 salary + bonuses with average earnings of £23,750.
Excellent Stakeholder pension scheme, up to 10% employer contribution
5 weeks holiday, increasing to 6 weeks with length of service.
Ability to buy / sell holiday leave.
2 paid volunteering days to support causes of your choice.
Cycle to work scheme
Health cash plan
Life assurance
Wellbeing related benefits

Everyone needs water, South East Water welcomes everyone

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.

What to expect from your recruitment

Please upload a CV via our careers website.
You’ll be invited to complete a 1st stage interview online. 2nd stage interviews will be held onsite at our office in Snodland.
You’ll be asked to complete satisfactory DBS, identity and employment referencing checks as part of receiving your employment offer from South East Water.

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

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