Customer Service Advisor
4 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. You will work closely with Yorkshire Water and Network Plus colleagues to deliver an outstanding service to customers.
**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 fast-moving 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 award-winning 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
- On-site parking
Schedule:
- Monday to Friday
Work Location: In person
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