Customer Service Representative
4 weeks ago
Job Summary: We are seeking a skilled and empathetic Customer Service Representative to join our team as a Collections Advisor. In this role, you will be responsible for supporting customers through inbound and outbound calls, listening to their situation and affordability, and organizing collections through payment and arranging payment plans.
Key Responsibilities:
- Engage with customers to understand their billing enquiries and disputes, ensuring each interaction is handled with empathy and efficiency.
- Take ownership of each case, tailoring your approach to meet the specific needs of each customer.
- Organize collections through manageable payment plans, always considering the customer's financial circumstances.
- Ask thoughtful questions to make customers feel heard and supported, fostering a positive experience.
Requirements:
- A strong passion for customer service, with the ability to empathize and listen to our customers.
- Confident in problem-solving and the ability to help customers who are experiencing financial difficulties.
- Excellent telephone manner, to interact with our customers.
- Good IT skills and knowledge of Microsoft Excel, Outlook, and Word.
- A great team player with the ability to work collaboratively.
- Keen to learn and progress.
What We Offer:
- A competitive salary of £24,560 per annum.
- 24 days of holiday per year increasing to 28 with the length of service (plus bank holidays).
- Contributory pension - maximum of 12% - 2x employee contribution.
- Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.
- Personal Medical Assessments – Open to all once a year.
About Us:
At Thames Water, our purpose is crystal clear - to deliver life's essential service so our customers, communities and planet can thrive. We recognize that people are at the heart of our business and seek to attract and retain a cultural mix of people who can offer different but complementary attitudes, values, talents, and knowledge.
We encourage applications from everyone and offer extra support for those who need it throughout the recruitment process. When a crisis happens, we all rally around to support our customers. As part of Team Thames, you'll have the opportunity to sign up to support our customers on the frontline as an ambassador.
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