Digital Customer Advisor

2 weeks ago

Durham, United Kingdom Northumbrian Water Full time

About the role

We are currently looking for a creative, engaging and customer focused individual to join our friendly, innovative, and welcoming Operations Contact Centre in Durham.

With more of our customers choosing to contact us digitally through WhatsApp, SMS, Web Chat, Facebook, and X (previously Twitter), there’s never been a more exciting time to join our customer service team as we continue to grow our digital offering.

As a member of our team you will provide industry leading customer service by taking ownership of the customer journey and responding to customer queries about their water and wastewater services through our digital and social media channels.

Proactive communication is a key part of the Digital Customer Advisor role, and you will be responsible for keeping our customers informed of any interruption to their supply by text message, web update and our Twitter care accounts and for updating our corporate system with event information so colleagues can provide customers with the latest service updates.

Our Digital Customer Advisors are part of a small and passionate team, managing multiple workstreams in a fast-paced environment. We’re available Mon-Fri, 8am to 10pm and Sat-Sun, 8am to 8pm and work on a pattern that includes 2 weekends in 7 and less than 1 late finish per week.

We currently work a hybrid model that requires you to work 2 days a week from the office and your remaining days, late finishes and weekends worked from home.

About you

The successful candidate will have an exceptional level of customer service as well as being able to demonstrate how they meet our company values: Customer Focused, Results Driven, One Team, Ethical and Creative.

You’ll be required to effectively manage multiple workstreams and undertake duties including proactive communications, manage customer contact through our digital and social media platforms and supporting colleagues throughout the business.

A creative mind-set is key to allow you to come up with exciting ways to engage with our customers via our social media channels. You should be able to showcase innovative ways that we can support our customers and be able to recognise opportunities to help drive contact away from traditional channels such as phone and email.

Excellent written and verbal communication skills are essential as you will respond to customer contact through various digital and social media channels.

You’ll embrace training and support to allow you to be the best that you can be, and you will be required to show an adaptable and flexible approach and be able to prioritise your workload.

Flexibility to work a pattern that includes evenings and weekends.

Here at Northumbrian 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.

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