Customer Case Handler

TN United Kingdom; Bath; On-site; GBP 24,000 - 32,000; Full time

Job summary

An established industry player is seeking a Customer Case Handler to enhance customer experiences through effective communication and service delivery. This role involves engaging with customers to resolve issues, providing exceptional service, and ensuring clear communication throughout their journey. With a focus on innovation and process improvement, you'll thrive in a supportive environment that values your contributions. Join a top-performing company dedicated to making a positive impact on the community and enjoy opportunities for career progression and personal development.

Benefits

Total pension contributions up to 20%

Career progression opportunities

25 days' holiday rising to 28

Healthcare package

Life assurance up to eight times salary

Electric car option

Cashback and discounts from retailers

One paid volunteering day

Enhanced family leave arrangements

Support from mental health first aiders

Qualifications

• Positive and enthusiastic manner with a drive for excellent customer service.
• Ability to multi-task and prioritize workload effectively.

Responsibilities

• Provide outbound warm voice communication support for scheduling activities.
• Bridge communication gaps within customer journeys and keep customers informed.

Skills

Communication Skills

Customer Service

Time Management

Organizational Skills

Negotiation Skills

IT Systems Proficiency

Job description

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Do you thrive when resolving issues and delivering a top-notch service? Do you enjoy providing end-to-end customer service? Are you looking for a role where you can use your skills to support our valued customers? Are you prepared to go above and beyond for customers in need? If so, our Customer Case Handler position is the role for you.

Please note, this role is based in Bath with 6 months of training in our Trowbridge office.

What you'll do

Joining us as a Customer Case Handler, you will play a key role in bridging communication gaps within our customer journeys. You will provide outbound warm voice communication support for scheduling activities as well as operational outcomes when necessary.

Communication skills are essential. You will be able to clearly understand the status of incidents and relay this information to our customers in a clear manner within an appropriate timeframe via phone and email, ensuring ongoing or repeat incident customers are kept informed regularly.

What you'll need

You will have a positive and enthusiastic manner, be motivated and driven to provide excellent customer service. You will be able to multi-task and prioritise your workload effectively using your communication, organisation, and time management skills.

Additionally, you should be confident using different IT systems and possess strong negotiating and influencing skills, while supporting and striving for process improvement and a culture of innovation.

What you'll receive

• Total pension contributions up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The option to buy up to 10 days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• An electric car in exchange for part of your gross salary.
• Cashback and discounts from over 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• An interactive health and wellbeing platform.
• Support from mental health first aiders.
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

We are one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.

Our work extends beyond providing an essential public service. We aim to have a positive impact on the communities we serve and the environment.

Many of our employees tell us Wessex Water is a great place to work, which is why many choose to stay. You will have opportunities for career development and health and wellbeing support.

We promote diversity and inclusion. All applicants are welcome. We are proud to have signed the Armed Forces Covenant and are a Disability Confident Employer.

This is an exciting opportunity to join us. If you'd like to be part of our journey, we would love to hear from you. Please let us know if you need any additional support.