Customer Advisor Payment Support Team

Salary
- **up to £28,410 depending on experience**
- Location
- **Trinity House, Lowestoft, Suffolk**

**About the role**

**Customer Advisor - Inclusivity Team**

**Working Hours - Full time 37 hours per week**

**Contract type - Permanent**

**Location: Trinity House - Lowestoft**

**Salary**: Up to £28,410 per annum (pro rata for part time) - depending on experience**

**About the Role**

We understand life’s ups and downs can mean sometimes additional financial support is needed and here at Essex and Suffolk Water we provide affordable bills and additional support to our customers when they need it.

The role requires you to have the skills and ability to identify customer’s additional needs by listening and using questioning techniques to understand circumstances and trigger points to ensure our additional support is matched perfectly to the customers need. A holistic service must be given, providing all our additional support in one contact from financial support to additional needs support. Promotion of our additional support to stakeholders is another part of this role.

You will need to use your own initiative to resolve customer enquiries providing a tailored service when our customers need it most. This will cover inbound, outbound calls and written responses. The hours of work will range from 8am until 6pm so flexibility in working hours is key.

**About you**

You’ll have a real passion to do the right thing for our customers and be able to demonstrate you have proven experience of giving great customer service, whilst always demonstrating empathy and compassion.

We are looking for you to have an Excellent telephone manner, highlighting listening and empathy skills. We would also need you to have letter writing skills to provide tailored and personalised responses in easy, clear to understand language. A good knowledge of external support services such as Step Change, MIND, Age UK would be an advantage.

To be successful in the role we would need you to be competent in the use of Microsoft Word and also have experience in the use of CC&B to complete billing updates.

**_

**About us**

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

**NWG at a glance**:
**Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.**
- We do this by providing reliable and affordable water and wastewater services for our customers._
- We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business._

**Our vision is to be the national leader in the provision of sustainable water and wastewater services. **To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

**Our benefits**

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues.

Benefits to include, here’s just a few of them:

- Enhanced maternity pay
- Enhanced annual leave with additional special leave for Christmas Eve and New Year’s Eve
- Company pension scheme
- Digital GP
- Award winning wellbeing website
- Employee Assistance Programme
- Life assurance
- Qualification loans
- Professional subscription
- Buy and sell annual leave
- Discounts and cashback offers

**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 rang