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Customer Service Complaints Advisor
4 months ago
(This position is only open to existing employees which includes current contractors)
Secondment opportunity until Feb 2025
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
Becoming a Complaints Advisor, means your main goal is to ensure customer satisfaction by providing excellent service and resolving any issues they may have. While we strive for perfection, there may be instances where further assistance is needed to make things right for the customer, and that's where you step in.
To demonstrate your commitment to problem-solving, you will inquire, actively listen, and show understanding towards customers. Your goal is to understand their true needs, even in challenging situations. You take pleasure in gathering information, analysing issues and the why?, and finding solutions to prevent future occurrences.
In this position, you will be responsible for managing customer complaints effectively and promptly through various communication channels. You will ensure that all responses meet quality standards and are delivered in a timely manner to keep customers informed.
Additionally, you will serve as a link between the Resolutions team and other departments to address and resolve issues, using your customer service expertise to provide feedback and suggestions for improvement. The ideal work contract is weekdays between 08:00 and 19:00, with 1 in 6 Saturdays and 1 late shift per week. A day off will be provided during the week when working a Saturday. However locally arrangements means the team’s current needs are in core working hours and no Saturdays. Any alternative scheduling preferences can be discussed. Internal candidates are welcome to come and have a chat or spend time on the team.
You’ll grow a career with a meaningful purpose. Be you, belong and be valued.
Come to work to be safe, valued, and trusted. We’ll encourage you to create and pursue new opportunities for personal growth. A place to be the real you, build deeper connections and enjoy a sense of belonging. Be invested in helping us to create a sustainable water supply for now, and in the future.What will you be accountable for?
Provide an excellent customer experience by being curious to ask questions, find solutions and resolve customer problems. Respond to complaints received via telephone, email, and other communication channels. Investigate circumstances to identify root causes and will share your ideas for service improvement. Ensure all requirements and standards in terms of data protection; business processes and regulatory compliance are adhered to. Build relationships with peers and colleagues across the organisation to enhance the working environment, resolve customer problems and improve productivity. Be proactive in ensuring that your skills and knowledge remain up to date by using information and resources available. Help to action DSAR requests and some 10/10 results.What do you bring to the role?
Resilient and able to work well under pressure. Passionate about delivering exceptional customer services. Able to influence and persuade others to help achieve the best outcomes. Capable using Microsoft office tools. Curiosity and creativity to find the right solutions for customers and challenge existing processes. Excellent verbal and written and communication skills.What can you expect from us?
Excellent Stakeholder pension scheme, up to 10% employer contribution. 5 weeks holiday plus bank holidays, increasing to 6 weeks with length of service. Flexible annual leave policy to buy or sell holiday leave. Paid volunteering days. Cycle to work scheme. Health cash plan. Life assurance. Wellbeing related benefits. Electric Vehicle salary sacrifice scheme.Everyone needs water, South East Water welcomes everyone
We understand that the communities we serve are made up of different types of people. We believe that creativity comes from having diverse perspectives, rather than everyone being the same. That's why we are excited about promoting inclusivity in terms of age, race, gender, ethnicity, religion, and identity. We are committed to providing equal opportunities and fair treatment to everyone throughout the recruitment process, employment, and advancement at South East Water.
What can you expect from your recruitment?
