Customer Service Representative

Role Overview

• Understand and deliver against required objectives and targets delivering amazing customer experiences
• Responsible for the completion of all documented processes supporting our customers and completing key activities such as move in & out, billing, customer service, live incidents, collections and complaints
• Handling inbound calls & digital communications from our customers and working an outbound dialer to contact customers for delivery against objectives such as payment collection and debt prevention activities
• Proactively identify and apply additional support services such as Priority Service Register, WaterSure and Social Tariffs
• Take ownership of complex queries delivering clear resolutions in a timely manner for our customers
• Deliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and payments
• Make the most of our multi-channel technology and defined guides to deliver engaging, concise and clear communications both verbally and in writing to remain compliant in all interactions with our customers
• Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company
• Positively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives and your personal development
• Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end customer experience, department objectives and direct customer contact

Requirements

• Experience of working in a fast-paced, customer focused environment
• Computer literacy is essential
• Resilient and responsive to change with a natural ability to react to and resolve issues through a solution-based approach
• Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships
• Efficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the role
• Able to build strong working relationships with colleagues and motivate others in your team

Tech Stack

• React

Benefits

• 25 days paid holiday + bank holidays
• An additional day off to celebrate your birthday
• Discretionary bonus
• Company pension plan
• Health Cash plan through Westfield Health
• Option to purchase additional holiday days through our Holiday Buying Scheme
• Engagement committee with events throughout the year, including Summer Party and individual team socials
• Paid professional memberships relevant to your role and access to professional development opportunities