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Customer Care Case Specialist

4 months ago

Lowestoft, United Kingdom Northumbrian WaterEssex & Suffolk Water Full time

Salary
- **up to £31,045 depending on experience**
- Location
- **Lowestoft**

**About the role**

**About the role**

Customer Care Case Specialist

Full Time

Permanent

Salary - Up to £31,045 depending on experience

Location - Lowestoft

**About the role**

A great opportunity to be one of our Customer Care Specialists and join our busy team in Billing complaints.

You will be supporting our customers with complex queries and complaints. You will drive to achieve a quick response time and a full resolution to the satisfaction of every customer, ideally over the telephone. You’ll be required to work as a team to manage workloads and committed to resolving complaints within 2 working days as well as proactively resolving queries to prevent complaints.

**About you**

You should be passionate about delivering an exceptional customer experience and put the customer at the heart of everything you do.

You’ll have exceptional customer service and communication skills, both written and verbal. This is an essential part of this role as you will be managing customer contact by telephone in line with our “phone first” approach, as well as writing and face to face. You will have a sound knowledge of our billing services and know your way around CC&B (our Billing System).

Excellent organisational skills are essential as well as the ability to identify and solve problems using a logical, objective, and thorough approach. It would be great if you have experience of root cause analysis too but don’t worry if you don’t. Compliance and have a full understanding of your contribution to our regulatory objectives is an essential part of this role, so experience in this are would also be useful but not essential.

**What we will give you**

At Northumbrian/Essex & Suffolk Water we want you to be the best you can be and we also want you to feel it’s a great place to work. Frequently people spend their career with us, some because they’ve found their niche, others because of the opportunities to progress through the organisation.

We’re the great company we are because of our people and as our way of saying thanks, we offer a wide range of benefits and discounts to take advantage of including; buying and selling holidays, discounts and cashback offers, free fishing and cycle2work.

**About us**

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

**Our values**

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.

Our values are:
**Results Driven**
- We take responsibility for achieving excellent business results.

**Ethical**
- We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

**Customer Focused**
- We aim to exceed the expectations of our internal and external customers.

**Innovative**
- We continuously strive for innovative and better ways to deliver our business.

**One Team**
- We work together consistently, promoting co-operation, to achieve our corporate objectives.

**Colleague benefits**

We’re the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.

To find out more about our benefits, see our benefits booklet attached to this advert.

**Eyecare**

**Discounted Medicals**

**Employee Assistance Programme**

**Cycle2work**

**Buying & selling annual leave**

**Long service awards**

**Salary sacrifice car scheme**

**Computer**
**Loans**

**Award winning wellbeing site**

**NWG savings scheme**

**Company pension scheme**

**Pre-retirement workshops**

**Life assurance**

**Discounts & cashback offers**

**Qualification loan**

**Documents**
- Business Plan 2025-30 - Essex & Suffolk Water _- Download_
- Business Plan 2025-30 - Main Report _- Download_
- Business Plan 2025-30 - Northumbrian Water _- Download_
- Restore and Regenerate - Our Environment Strategy to 2050 _- Download_