Customer Service Adviser

YTL UK; West of England; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday

Pension contributions

Holiday buy/sell

Annual pay rises

Performance bonus

Health plan

Refer a friend scheme

Life assurance

Cycle to work

Family-friendly policies

Paid community day

Retail discounts

Job summary

water2business is recruiting for a Customer Relations role based in England. You will handle billing queries for business customers, owning cases end-to-end and delivering outstanding service without scripts.

The role offers a standard 9–5 schedule with evenings, weekends and bank holidays free, plus the option to work from home one day a week after probation. We invest in development through coaching and regular reviews.

Qualifications

• Experience handling billing queries and customer inquiries.
• Strong written and verbal communication skills.
• Ability to work with multiple data sources to resolve issues.

Responsibilities

• Assist business customers with billing queries from start to finish.
• Engage with customers via phone, email and letter to deliver memorable service.
• Collaborate with team and develop skills through coaching and development initiatives.

Skills

Customer service

Active listening

Communication skills

Tools

CRM systems

Job description

Joinour Customer Relations team whereflexibility meets freedom - no scripts, just realconversations. A professional 9–5 role, with your evenings, weekends, and bank holidays always free.

What you'll do

You will be helping business customers with their billing queries, taking full ownership of each case from start to finish. Our team handle a wide range of cases, from leak investigations to determining account responsibility. You'll use multiple systems and data sources to build a clear picture and deliver accurate resolutions.

We are all aboutcustomer experience, so you will engage with customers via telephone, email, and letter, always delivering memorable customer service. As you liveour values with our customers, we will invest in your development through regular 121s, coaching and skill building.

Youwill be joining part of a wider organisation whichwill present you with lots of opportunities to grow and excel in your career. From interview to offer, we will keep you updated every step of the way.

You will have the opportunity to work from home one day a week following probation.

What you'll need

Our values are Expert, Trusted, Engaging and Helpful, and as someone who can deliver fantastic customer service through building rapport via our communications, you will have a positive “can do” attitude, enthusiasm to learn new skills and the ability to exceed both your own and our customers' expectations. You willhavea strong customer focus and the ability to make every interaction memorable for our customers.

You will also have excellent communication skills, both written and verbal, a willingness to adapt and respond to change and the ability to problem solve and use your initiative. You will need to be able to demonstrate resilience and reliability, while also working to department targets.

You will enjoy being part of a team and working with others, but you will also be able to use your own initiative and assess information to confidently make and implement decisions. You will have the ability to think outside the box, put forward suggestions and constantly look for new ways you can develop yourself and the business.

What you'll receive

We offer a wealth of both financial and non-financial benefits, including:

• 25 days' holiday rising to 28 with length of service
• Up to 20% combined pension contribution
• Opportunity to buy or sell holiday
• Pay increase yearly rewarding your first three years of service
• Performance related bonus of up to 10%
• Health Plansupporting you with your healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance of up to eight times your salary
• Sustainable benefits including electric vehicle and cycle2work schemes
• A range of family friendly policies including enhanced maternity and paternity leave
• Paid community day
• Cashback and discounts from over 3,000 retailers

Who we are

water2business, the highest rated water company on Trustpilot, provides billing, account management and customer service to business customers across England and Scotland. Based in Nailsea, we serve over 85,000 customers and provide leading levels of service through our fantastic customer teams. We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

In this role you will benefit from our coaching and mentoring framework and numerous learning and development initiatives from our award-winning team. We take your career, happiness and general wellbeing seriously.

We have signed the Armed Forces Covenant and are a Disability Confident committed employer – please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation and, regretfully, we are not able to offer sponsorship at this time.