Customer Experience Specialist – Manchester

Leep Utilities; Stretford; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Birthday day off

Discretionary bonus

Company pension plan

Health plan through Westfield Health

Holiday buying scheme

Job summary

Leep Utilities is seeking a Customer Service Representative in Manchester to deliver exceptional experiences through a mix of inbound/outbound calls and digital interactions. You will manage customer accounts from onboarding to ongoing service, handling billing, moves, incidents and inquiries with a focus on accuracy and timely resolutions.

The role emphasizes proactive support, multi-channel communication, and adherence to processes.

Qualifications

• Engaging, trustworthy and attentive to customers, delivering brilliant experiences
• Efficient, self-motivated and able to manage own workload
• Able to build strong working relationships and motivate others
• Resilient and responsive to change with a solution-based approach
• Experience in fast-paced, customer-focused environments; contact centre experience is a plus
• Computer literacy is essential; collections experience desirable

Responsibilities

• Understand and deliver against objectives and targets to provide amazing customer experiences
• Complete documented processes supporting customers: move in/out, billing, service, incidents, collections and complaints
• Handle inbound calls and digital communications; use outbound dialer for payments and debt prevention
• Proactively identify and apply support services (Priority Service Register, WaterSure, Social Tariffs)
• Own complex queries and provide clear, timely resolutions
• Perform account cleansing and administrative duties: water saving, asset failures, affordability checks and payments
• Use multi-channel tools and guides to deliver clear written and verbal communications, staying compliant
• Follow policy and procedures to ensure consistency for customers and colleagues
• Engage with leaders for coaching and performance review to support development
• Support end-to-end customer experience and department objectives as needed

Job description

Leep Utilities is seeking a Customer Service Representative in Manchester to deliver exceptional experiences through a mix of inbound/outbound calls and digital interactions. You will manage customer accounts from onboarding to ongoing service, handling billing, moves, incidents and inquiries with a focus on accuracy and timely resolutions.

The role emphasizes proactive support, multi-channel communication, and adherence to processes.