Customer Service Advisor

1 day ago

Snodland, United Kingdom South East Water Full time

(This position is only open to existing South East Water colleagues which includes current contractors)

Will you stop at nothing to deliver exceptional service? Are you a naturally good listener?

Do you enjoy finding solutions for customers? If so, then don’t miss out on this opportunity

We want to be the water company people want to be supplied by and want to work for.

You'll take up this key role within our Complaints Resolution team to do everything in your power to deliver satisfaction for your customers. You know that we aim to deliver a 10/10 service and always try to get it right first time, every time. Unfortunately, sometimes this may not be the case and some customers need more from us so we can get it right for them that’s where you come in

You’ll show your concern for solving problems by asking questions, listening carefully and showing empathy. You always want to get to the heart of what a customer truly wants. Even when there isn’t an easy answer. So, you’re someone who enjoys gathering the facts, figuring out what went wrong, identifying how problems can be fixed and what needs to be done to stop it from happening again.

As someone who builds strong relationships, you’ll also act as a liaison between the resolutions team and other departments to resolve issues. You’ll use your curiosity, creativity and knowledge of customer service best practice to share your ideas and feedback so that we can continue to improve our service.

What you’ll deliver

You’ll provide an excellent customer experience by being curious to ask questions, find solutions and resolve customer problems.
You’ll investigate circumstances to identify root causes and will share your ideas for service improvement.
You’ll ensure all requirements and standards in terms of data protection, business processes and regulatory compliance are adhered to.
You’ll build relationships with peers and colleagues across the organisation to enhance the working environment, resolve customer problems and improve productivity.
You’ll be proactive in ensuring that your skills and knowledge remain up to date by using information and resources available.
You’ll help to action DSAR requests and some 10/10 results.

What you bring to the role

You’re resilient and able to work well under pressure.
You’re passionate about delivering exceptional customer services.
You’re able to influence and persuade others to help achieve the best outcomes.
You’re capable using Microsoft office tools.
You’ll bring your curiosity and creativity to find the right solutions for customers and challenge existing processes.
You’ll have excellent verbal and written and communication skills.

What you can expect from us

Excellent Stakeholder pension scheme, up to 10% employer contribution
25 days holiday entitlement, increasing to 30 days with length of service
Cycle to work scheme
Health cash plan
Life assurance
Wellbeing related benefits

Everyone needs water, South East Water welcomes everyone

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

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