Customer Advisor

4 months ago

Shrewsbury, United Kingdom Severn Trent Full time

Department:

Customer Hub Salary (£): , Customer Advisor

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too. 

hours a day, days a year we serve million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the , brilliant team members working across our patch. 

We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live. 

If you want to do more because you care, we’d love to talk to you. There really is something for everyone here. 

Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can. 

EVERYTHING YOU NEED TO KNOW

We are looking for competent Collection Specialists to contact customers and collect outstanding payments. You will strike a balance between maintaining trustful relationships, and ensuring timely payments. 

Our Collection Specialist should exhibit professionalism and trustworthiness. You should have excellent communication and negotiation skills, as well as an ability to work independently.

You’ll work in our busy customer hub full of like minded people. It’s a great open plan office environment with canteen that serves fantastic food. There’s fun incentives, free parking, regular competitions and prizes up for grabs too (Plus, you’ll get free tea and coffee, all made with our marvellous water of course). 

Don’t worry if this is something that you’ve not done before. We’re interested in what you can bring to the role. In return we’ll give you full training, so you’re well prepared and confident to make and take calls from our customers. So that we can make sure that you have all the training you will need to really excel, if you have any annual leave booked during the training period, we may need to ask you to join us at a later date after your holiday. 

And it doesn’t end there. Our continued training helped one in three of our advisors progress their careers within two years. Wonderful 

Our water is vital to our customers, so we need to be around when they need us. you’ll be working shifts totalling hours per week between the hours of :am and :pm, Monday to Friday and Saturday’s :am to :pm (but of course, that means you’ll get time off in the week). 

Don’t worry – you’ll always have plenty of notice of your shifts, plus lots of annual leave. We know you have a life outside work, too 

WHAT YOU’LL BRING TO THE ROLE

Capabilities: 

Proven experience of succeeding in a customer facing role

Excellent IT skills

Demonstrated strong literacy and verbal communication skills

Demonstrate self-control and react positively when working in difficult situations and a high pressured environment.

Have the ability to listen effectively and gather all relevant information by questioning and empathising.

‘Right first time’ attitude – focusing on quality of work 

A positive and empathetic approach to resolving customer queries 

Flexible and able to respond to changing business needs 

Drive own development 

The ability to work effectively in a target driven environment 

Have the ability to work well in a team, sharing knowledge, being supportive and team spirited. 

Be forward thinking always looking for ways of improving how and what we do 

Demonstrate attention to detail, be able to spot inaccurate information and inconsistencies. 

Knowledge of our Customer Relations policies, processes and procedures and be able to communicate this to customers 

Responsibilities 

Monitor accounts to identify outstanding debts 

Investigate historical data for each debt or bill 

Find and contact clients to ask about their overdue payments 

Take actions to encourage timely debt payments 

Process payments and refunds 

Resolve billing and customer credit issues 

Update account status records and collection efforts 

WHAT’S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. 

We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live. 

With that in mind, here are just some of our favourite's perks that you’ll get being part of the Seven Trent family: 

A great starting salary of £, with a pay review each year 

Annual company bonus of up to £, (Applicable from ) 

days leave per year - that’s days annual leave and another days to use in lieu for any bank holidays worked. You can also buy another days holiday per year on top of this. 

Flexible benefits scheme including discounted goods and services. This includes things from cinema tickets, shopping, restaurant vouchers holidays etc. 

Leading pension scheme – we will double your contribution (up to % when you contribute ;

Free parking on-site 

Income protection covering half salary for up to five years if you are unable to work 

Severn Trent shares scheme, offering the opportunity to purchase discounted shares 

Family friendly policies 

Two volunteering days per year 

Life insurance of times salary 

Income protection covering half salary for up to five years if you become unable to work 

Accident insurance 

And when it comes to your health, we’ve recently launched a new 'health fund' to help contribute to private medical treatment for those struggling to get treatment on the NHS. Plus, we’ll also look after your wellbeing with our free physio, mental health counselling and virtual GP service. 

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