Customer Service Specialist

1 week ago


Snodland, Kent, United Kingdom South East Water Full time
Job Overview

We are seeking a skilled Customer Service Specialist to join our Wholesale Desk team at South East Water.

In this role, you will be responsible for ensuring an excellent standard of customer service is provided to Business Retailers by assisting with technical enquiries received via writing or telephone.

You will maintain focus on balanced scorecard objectives and adhere to business and wholesale processes, data protection, wholesale regulatory compliance, and attendance.

The ideal candidate will be proactive in using information and resources to ensure skills and knowledge are kept up to date and continuously developed.

You will also work queues to ensure wholesale service level requirements are met and ensure all transactions are correctly uploaded into CMOS and accepted by the Market Operator.

Additionally, you will build relationships with peers and colleagues to enhance the team working environment, resolve non-household customer queries, and ensure successful productivity.

This role requires strong communication skills, the ability to multitask, and a passion for customer service.

Key Responsibilities

  • To ensure an excellent standard of customer services is provided to Business Retailers by assisting in technical enquiries received by either writing or telephone.
  • Maintain focus on balanced scorecard objectives and adhere to business and wholesale processes, data protection, wholesale regulatory compliance and attendance.
  • Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed.
  • Proactively work queues to ensure wholesale service level requirements are met.
  • Ensure all your transactions are correctly uploaded into CMOS and are accepted by the Market Operator.
  • Build relationships with peers and colleagues to enhance the team working environment, resolve non-household customer queries and ensure successful productivity.
  • Attend and contribute to team meetings with team, peers and colleagues.

Requirements

  • Able to train at Snodland Kent initially in standard office hours for a minimum of 3 weeks (dependant on progress).
  • Able to work from the Snodland office when required (minimum of 2 days a week)
  • Have a strong internet connection to allow home working.
  • You're passionate about customer service.
  • Knowledge of water supply networks useful but not essential
  • Understanding of the Non Household Retail Market is desirable but not required.
  • You communicate positively in an extremely busy working environment.
  • You enjoy problem solving and determined to find the best solutions.
  • You're able to make decisions quickly and be able to multitask.
  • Have 4 GCSE passes (or equivalent), including Maths and English. An NVQ Qualification Level 2 or above in Customer Service/Business Administration is desirable.
  • You'll possess excellent computer skills and the ability to flex between different computer systems

What You Can Expect

  • Excellent Stakeholder pension scheme, up to 10% employer contribution.
  • 5 weeks holiday plus bank holidays, increasing to 6 weeks with length of service.
  • Flexible annual leave policy to buy or sell holiday leave.
  • Paid volunteering days.
  • Cycle to work scheme.
  • Health cash plan.
  • Life assurance.
  • Wellbeing related benefits.
  • Electric Vehicle salary sacrifice scheme.

About Us

South East Water welcomes everyone and believes that creativity comes from diversity, not similarity. We are committed to creating an inclusive workplace where everyone feels valued, respected, and supported.

As a company, we strive to provide equal opportunities for all applicants, regardless of their background, age, gender, ethnicity, religion, or identity.



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