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Customer Advisor
2 months ago
About the role
At Northumbrian Water we want all of those we serve to enjoy an unrivalled experience and for all customers to have an equal voice. We always seek to offer friendly, proactive and high-quality service, whatever the query our customers have.
As a member of the billing contact centre team, you will be answering calls or chats from our customers and helping them with their bill. You’ll be resolving queries ranging from moving house to setting up a Direct Debt set up or providing advice where they missed a bill payment.
Providing an unrivalled customer experience is essential to us, as our aim is to treat all customers fairly and consistently, to provide experiences that demonstrate respect and empathy always. We always aim to make sure that our people consider how best to serve every single customer.
As a Customer Service Advisor, you will join a friendly and collaborative team, who are passionate about customer service. Depending on your working pattern, you will need to be available Monday to Friday 8am-7pm and Saturday 8am-1pm (you will be expected to work 1 in every 4 Saturdays).
Don’t worry if this is something that you haven’t done before, we’re interested in what you can bring to the role. In return we’ll provide you with training, so you’re well prepared to take calls from our customers. Training is completed on site at our purpose-built contact centre and once fully trained we offer a hybrid working model.
About you
Our customers are at the heart of our business, so we’re looking for positive, enthusiastic people who are passionate about delivering an exceptional customer experience. We’re looking for you to be able to demonstrate a track record of delivering great service and making customers feel special.
It would be great if you had some experience of live chat or managing social media interactions too but not essentially. Previous experience in a similar contact centre or busy environment would also be useful, however, just as important are excellent communication skills, empathy, and a real drive to wow our customers.
*We have a number of roles available and will be running an assessment centre on Sunday 29th September*
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation. We have our colleague network groups, including Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks too.
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.
We’re aware that not everyone will have every skill listed in the job description, and that female candidates are less likely to apply if they don’t have the full range of skills, however if you have some of the skills listed, we 'd encourage you to apply.
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