Customer Service Specialist

1 day ago

Derby, Derby, United Kingdom Network Plus Full time

Department:
Severn Trent Water

Location:
Brunel House

Compensation:
£26,984 / year

Description
As a Customer Service Advisor, you will be responsible for managing an array of customer and client enquiries via telephone, website, and email channels, demonstrating excellent customer satisfaction and ensuring all daily tasks are completed accurately and consistently.

This role sits within our Severn Trent Water Metering contract, where Network Plus delivers essential clean water services across the region. You'll play a key part in supporting our operational teams and customers throughout the metering process — from installation and maintenance to resolving customer queries and ensuring a positive experience. This may involve liaising with field teams, scheduling appointments, and providing timely updates to customers about planned works or any issues that may arise.

Key Responsibilities

  • Ensure the highest level of customer service is achieved for both external and internal customers, providing excellent satisfaction every time
  • Respond to customer and client enquiries efficiently, ensuring professionalism and empathy in all interactions
  • Ensure that all client and customer operational requirements are met by managing your time effectively and prioritising contacts accordingly
  • Maintain and update customer and company/client databases, ensuring all issues are recorded thoroughly and escalated appropriately
  • Manage the resolution of customer complaints within agreed timescales, meeting company KPIs and SLAs
  • Work collaboratively with our field and planning teams to ensure customer promises are met and information is accurately communicated

Skills, Knowledge & Expertise

  • Experience within the utilities sector is desired but not essential
  • A background in customer service is essential, ideally within a contact centre or field operations environment
  • Strong IT and system literacy, with the ability to learn new platforms quickly
  • Excellent organisational skills and ability to meet important deadlines in a fast-paced environment

Job 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.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy which you can find here -

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