Customer Advisor Payment Support Team

TN United Kingdom; Lowestoft; On-site; GBP 24,000 - 29,000; Full time

Job summary

An established industry player is seeking a passionate Customer Advisor to join their Inclusivity Team in Lowestoft. This full-time role involves providing exceptional support to vulnerable customers, ensuring their needs are met through effective communication and empathy. The successful candidate will utilize their customer service experience to address inquiries, offer tailored solutions, and promote additional support services. With a commitment to diversity and inclusion, this company values every individual's contribution, making it a great place to work. If you have a passion for helping others and a knack for problem-solving, this opportunity is perfect for you.

Benefits

Enhanced maternity pay

Increased annual leave

Special leave for Christmas and New Year’s Eve

Qualifications

• Proven experience in delivering excellent customer service with empathy.
• Ability to discuss sensitive circumstances and offer tailored solutions.

Responsibilities

• Identify customer needs through listening and questioning techniques.
• Provide tailored services through inbound and outbound calls.

Skills

Customer Service

Empathy

Listening Skills

Communication Skills

Problem Solving

Tools

Microsoft Word

CC&B

Job description

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Customer Advisor Payment Support Team, Lowestoft

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Client:

Northumbrian Water

Location:

Lowestoft, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

d644b72994c3

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Customer Advisor – Inclusivity Team

Working Hours - Full time 37 hours per week

Contract type - Permanent

Location: Trinity House - Lowestoft

Salary: Up to £28,410 per annum (pro rata for part time) – depending on experience

About the Role

We understand life’s ups and downs can mean sometimes additional financial support is needed. Here at Essex and Suffolk Water, we provide affordable bills and additional support to our customers when they need it.

The successful candidate will have previous experience in customer service and be passionate about helping our vulnerable customers in a professional, bespoke, and caring manner.

The role requires skills in identifying customer needs through listening and questioning techniques to understand circumstances and trigger points, ensuring our additional support is matched perfectly to the customer's needs. A holistic service must be given, providing all our additional support in one contact, from financial support to additional needs support. Promotion of our additional support to stakeholders is another part of this role.

You will need to use your own initiative to resolve customer enquiries, providing tailored services when our customers need it most. This will involve inbound and outbound calls and written responses. The working hours will range from 8am to 6pm, so flexibility is key.

About you

You’ll have a passion for doing the right thing for our customers and demonstrate proven experience in delivering excellent customer service with empathy and compassion.

Excellent telephone manner, listening, and empathy skills are essential. Letter writing skills to provide tailored, clear, and understandable responses are also required. Knowledge of external support services such as Step Change, MIND, Age UK would be advantageous.

Competence in Microsoft Word and experience with CC&B for billing updates are necessary.

Previous experience discussing sensitive and personal circumstances with customers, understanding their situations, and highlighting options to reduce bills through metering, water efficiency, or alternative tariffs is important. The ability to think outside the box and offer alternative solutions to meet customer needs is also required.

Our commitment to Diversity and Inclusion

At Northumbrian Water/Essex & Suffolk Water, we value Diversity, Inclusion, and Equity, encouraging you to bring your full self to work. We welcome all applications and are committed to being an equal opportunity employer. Our colleague network groups include Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM), and Thisability (disability and neurodiversity).

About us

NWG strives to make Northumbrian Water Group a great place to work. We embrace diversity and encourage you to bring your full self to work. We’re committed to a diverse community within our organization.

We recognize that not everyone will have every skill listed, and female candidates are less likely to apply if they lack some skills. If you have some of the skills, we encourage you to apply.

NWG at a glance:

Our purpose: Caring for the essential needs of our communities and environment, now and for future generations.

We provide reliable, affordable water and wastewater services, operate efficiently, and invest prudently to maintain a sustainable, resilient business.

Our vision: To be the national leader in sustainable water and wastewater services. We are guided by five core values that define who we are, what we do, and how we do it.

We’re a great place to work because of our people, and we offer a range of benefits, including enhanced maternity pay, increased annual leave, and special leave for Christmas and New Year’s Eve.