Customer Experience Advisor

1 month ago

Coventry, United Kingdom Avove Limited Full time

We understand the impact our work has on our society and the environment. It’s the difference we make that improves people’s lives and helps the economy to grow. We work alongside our customers to deliver resilient, bespoke infrastructure solutions that keep the taps running, the energy flowing and people connected. The work we do together matters.

Our Customer Team based in Coventry are looking for a Customer Service Agent to join their growing team. You will be working in a full time permanent role on our Severn Trent Water contract.

About us:

We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We provide cutting-edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected.

We are an expert, responsible and agile partner, providing vital services to water, power and telecommunications sectors. We work closely with our clients to help protect and improve their assets, enhance customer experience and protect the natural environment. Everything we do is designed to drive continual improvement and move life forward.

We are proud to work in partnership with leading utility providers, including Severn Trent, United Utilities, Yorkshire Water, Northern PowerGrid, Northumbrian Water Group, Scottish Power Energy Networks and Scottish Water

Responsibilities:

  • Be responsible for managing an array of customer and client enquiries via telephone, in person, website and email channels.
  • Ensuring the highest level of customer service is achieved to both external and internal customers, providing excellent customer satisfaction every time.
  • Ensure that all client and customer operational requirements are met in a professional and efficient manner, by managing your time efficiently and prioritising contacts accordingly.
  • Maintain and update customers and company/client information databases and ensure that all issues are recorded thoroughly and escalated appropriately.
  • Take ownership of tasks including resolution of any issues that might arise.
  • Manage the resolution of customer complaints within given timescales and keeping within company KPI’s and SLAs.
Skills and Experience:
  • Experience of working in a customer service role.
  • Experience of working within the Utilities sector but not essential.
  • Good People Management Skills.
  • Can communicate clearly and professionally both written and verbally.
  • Excellent IT skills using Microsoft Office (Word, Excel and Outlook)
  • Full Driving Licence
  • Customer Service related qualification or equivalent Ability to work under pressure, think clearly and act decisively
What we can offer:
  • We offer a competitive salary that is based on proven skills and experience. Hard work is celebrated and rewarded. We recognise that one size doesn’t fit all so everyone has access
  • to a variety of flexible benefits that work for you.
  • Min. 24 days holiday plus statutory holidays (option to buy more)
  • Company pension scheme
  • Life assurance
  • A selection of lifestyle benefit options
  • Financial well-being programme
  • Employee assistance program for health and well-being and onsite mental health first aiders to support our colleagues
  • We love to give back so we offer you volunteering days in your community and charity matched giving where we will boost your fundraising

We are an equal opportunities employer:

We welcome applications from candidates of all races, genders, disabilities, religions, ages and sexual orientations. We know that having a diverse workforce encourages new perspectives, inspires creativity and creates an engaging workplace and we are committed to creating an inclusive environment where all colleagues can thrive. When it comes to inclusion, we’re making sure we keep up the progress with our Communities of Practice, who help us do just that.

Our main value is to “Move Life Forward” and we are committed to developing our colleagues and encouraging personal growth, in conjunction with a flexible working approach so everyone can thrive in an inclusive and open environment.

We encourage you to apply for this role as soon as you can. We recognise talent waits for no one, so we progress candidates independently through all stages of recruitment process.

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