Customer Care & Solutions Advisor

Castle Water; Ayr; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Company pension

Life insurance

Sick pay

Job summary

Castle Water is seeking a Customer Service Advisor in Ayr to handle queries via our phone, online portal and email, delivering clear, helpful, and accurate responses. You will be the first point of contact for most customers and should bring enthusiasm and confidence to the role.

The role reports to the Customer Services Team Leader in Ayr and involves collaboration across the business. Salary £24,345 per year with pension, life insurance and sick pay, Monday to Friday schedule.

Qualifications

• Previous Customer Service experience in a similar role is desirable.
• Strong problem-solving skills with resilience to deal with challenge and ambiguity.
• Competent in all Microsoft Office packages including Excel and Office 365.
• Must be a strong team player, with the ability to work collaboratively across functions and departments.
• Must have strong communication skills with the ability to communicate effectively both internally and externally.
• Ability to work under pressure and to meet tight deadlines.
• Must have strong logical and analytical skills, an inherent problem solver.

Responsibilities

• Deliver excellent customer service to our customers via phone, email or webchat, managing their expectations effectively and resolving issues at the first point of contact where possible.
• Build rapport, identify customer needs quickly, efficiently, and proactively to maintain exceptional customer service standards.
• Understand and review customer bills, taking ownership of customer queries and following them through to resolution.
• Contribute towards the customer retention rate by onboarding new customers via change of tenancies and newly created supply points.
• Identify the best solutions for both Castle Water and the customer.
• Work collaboratively with team members to ensure more complex customer queries are investigated and resolved.
• Assist and collaborate with all other area of the business when required, supporting them with queries.
• Identify opportunities for automation and improvement of business processes.
• Manage workload effectively ensuring all tasks are completed within given timescales.
• You will be expected to carry out any other duties that may reasonably be required in line with your main duties.

Skills

Customer service

Problem solving

MS Office

Team player

Communication skills

Work under pressure

Analytical skills

Tools

Microsoft Office

Job description

Castle Water is seeking a Customer Service Advisor in Ayr to handle queries via our phone, online portal and email, delivering clear, helpful, and accurate responses. You will be the first point of contact for most customers and should bring enthusiasm and confidence to the role.

The role reports to the Customer Services Team Leader in Ayr and involves collaboration across the business. Salary £24,345 per year with pension, life insurance and sick pay, Monday to Friday schedule.