Customer Experience Advisor - Flexible Hours & Bonus

Wales & West Utilities Limited; Newport; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Flexible working

Career progression

25 days leave + bank holidays

Discretionary annual bonus

Job summary

Wales & West Utilities Limited is seeking a Customer Service Assistant to be the first point of contact for over 100,000 customers annually. You will deliver accurate information, resolve enquiries promptly and represent the company professionally in every interaction.

The role involves handling calls, emails and social media enquiries within targets, recording information and following up to ensure customer satisfaction. Flexible working and progression opportunities are available.

Qualifications

• Experience using Windows 10 applications such as Word, PowerPoint and Outlook, plus MAPS.
• Ability to manage time and prioritise workload.
• Knowledge of the business both internally and externally.
• Good listening skills, empathy and patience.

Responsibilities

• Promote and deliver customer service excellence to internal and external customers
• Answer telephone calls using a cloud based telephony system, emails and social media enquiries all within challenging company targets
• Record all contact information according to complaint and enquiry handlings procedures
• Follow up / outbound customer calls to check satisfaction with services received

Skills

Customer service

Telephone handling

Time management

Empathy

Tools

Microsoft Word

PowerPoint

Outlook

MAPS

Job description

Wales & West Utilities Limited is seeking a Customer Service Assistant to be the first point of contact for over 100,000 customers annually. You will deliver accurate information, resolve enquiries promptly and represent the company professionally in every interaction.

The role involves handling calls, emails and social media enquiries within targets, recording information and following up to ensure customer satisfaction. Flexible working and progression opportunities are available.