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Customer Care Advisor

4 months ago

Eastbourne, United Kingdom Watkins Energy Full time

**Company description**

Watkins Energy is an exciting new energy company providing heat to residential and commercial customers for the purpose of heating their properties and providing hot water.

With a growing specialist Customer Care Team providing metering and billing services and full front-line customer support - including for maintenance, servicing and repairs, Watkins Energy is becoming the face of heat supply services for consumers on many new Developments in and around London and the South East. With a customer service approach underpinned by always putting our customers first, pre-empting their needs and establishing a relationship built on confidence and trust we hope to become the heat provider of choice.

Our work environment includes:

- A supportive and inclusive work culture
- Growth opportunities
- On-the-job training
- Casual work attire
- Relaxed atmosphere
- Regular social events
- Modern office setting

**Job description**

**Objective/purpose**

**Principal roles and responsibilities**
- Setting up new customer accounts and making welcome calls.
- Setting up and managing Direct Debits for customers.
- Closing customer accounts when customers move home.
- Supporting with the monthly billing run and credit control process to minimise and reduce our debt exposure.
- Successfully managing and resolving customer complaints or concerns, proactively implementing any lessons learnt to improve future service delivery.
- Effectively diagnosing heat supply issues for customers and taking appropriate action to rectify within the timeframes set out in our Guaranteed Service Standards.
- Supporting with other tasks as required by the Customer Care Manager

**Knowledge, Skills and Experience Required**

**Essential**:

- Customer service orientated with strong customer communication skills, including the ability to handle difficult conversations confidently and with diplomacy. Previous experience in a client liaison or customer service role is essential.
- Excellent interpersonal skills with a demonstrable ability to establish and maintain excellent working relationships with a wide variety of key stakeholders, including clients, contractors, and customers.
- Excellent written communication skills
- Must be a team player
- Strong attention to detail
- Self-starter, driven by success and able to work well under pressure.
- Organised and methodical with the ability to prioritise and maintain an orderly workflow.
- Excellent IT skills proficient with Microsoft Office Suite and able to quickly learn new software.
- Awareness of legislation and requirements surrounding data protection and privacy.

**Desirable**:

- Previous experience in a fast-paced customer service role
- Working knowledge of customer service software, databases and tools
- Working knowledge of metering and billing software, databases and tools

**Job Types**: Full-time, Part-time, Permanent

**Salary**: £20,000.00-£23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Application deadline: 31/03/2023