Customer Service Advisor

South East Water; Snodland; On-site; GBP 22,329 - 27,291; Full time

Benefits offered by this job

Excellent Stakeholder pension scheme, up to 10% employer contribution

5 weeks holiday plus bank holidays

Flexible annual leave policy

Paid volunteering days

Cycle to work scheme

Health cash plan

Life assurance

Wellbeing related benefits

Job summary

A regional water company in England is seeking a Customer Service Advisor to join its award-winning team. The role involves assisting customers with water bills, refunds, and supply issues, all whilst maintaining a commitment to excellent service. Previous call centre experience is preferred. The position offers a starting salary of £24,810.59 with potential bonuses, along with extensive benefits including a pension scheme and paid volunteering days. Opportunities for career progression abound within the team.

Qualifications

• Previous call-centre experience is preferred but not required.
• Eager to learn and respond well to feedback.
• Flexibility in performing duties within capabilities.

Responsibilities

• Provide an excellent customer experience and resolve contacts promptly.
• Maintain focus on meeting targets and adhering to business processes.
• Build relationships to enhance team collaboration and productivity.
• Continuously develop skills and knowledge.
• Attend and contribute to team meetings.
• Support the business in peak periods as required.

Skills

Excellent computer abilities

Outstanding writing and vocal communication abilities

Commitment to providing excellent customer service

Dedication to finding solutions to problems

Education

GCSE Maths and English at Grade 4/C or equivalent

Job description

Summary

Are you seeking a team that shares your passion for providing excellent customer service? Are you a determined individual? Do you enjoy setting goals for yourself? If so, this is a chance you won’t want to pass up… This is a critical position within our fast‑paced, friendly, and award‑winning Customer Service team. You understand your customer’s point of view and make them feel important. Your warmth, passion, and commitment will assist us in getting it right the first time for our customers. No two days are the same. You’ll help customers with water bills, refunds, payment plans, and occupant changes. You’ll also be helpful if they have problems with their water supply. You enjoy working towards targets, love problem solving, and take satisfaction in delivering the best solutions possible. The salary is £24,810.59. We also offer bonuses for meeting targets. You can earn an extra £3,000 on average and up to £6,300 in total. Monday through Friday, 08:00 – 19:00, and Saturday, 08:00 – 13:00. You’ll be assigned to a shift pattern that includes one Saturday every six weeks. The rotas are created in advance so that you can plan.

Previous call‑centre experience is preferred but not required. Ideally, you’ll have experience in a customer‑facing or customer‑focused position. You’re eager to learn and respond well to feedback. We provide thorough induction training, ongoing coaching, and the support and encouragement you need to get started well. In our vibrant, friendly call‑centre, you’ll find plenty to do, including regular competitions, rewards, team nights, social events, and paid volunteering days to support issues you care about. This position offers numerous prospects for progression. For example, most of our management began their careers as Customer Service Advisors. You’ll have the opportunity to move throughout the department to learn new skills and try out for other roles. As a result, now is a perfect opportunity to launch a successful career and contribute to the success of our Customer Service team.

Main responsibilities

• Provide an excellent customer experience by being flexible to resolve all customer contacts within the company timescales and contribute to customer satisfaction score.
• Maintain focus on meeting targets and adhere to business processes, data protection, regulatory compliance and attendance.
• Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.
• Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed.
• Attend and contribute to team meetings with team, peers and colleagues.
• To be available to support the business in peak periods by covering post room and reception duties and by being part of a standby rota emergency periods.

You’ll need

• Achieved GCSE Maths and English at Grade 4/C (or equivalent)
• Commitment to providing excellent customer service
• Dedication to finding the best solutions to problems
• Excellent computer abilities
• Outstanding writing and vocal communication abilities

It will be a bonus if you have

• Previous customer service / call centre experience would be advantageous

Employees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.

We want to be the water company people want to be supplied by and want to work for.

We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.

Benefits package

• Excellent Stakeholder pension scheme, up to 10% employer contribution.
• 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
• Flexible annual leave policy to buy or sell holiday leave.
• Paid volunteering days.
• Cycle to work scheme.
• Health cash plan.
• Life assurance.
• Wellbeing related benefits.

What can you expect from your recruitment?

• To apply for this position, please submit your CV on our career’s website.
• It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
• Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.

South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.

Compensation package

£24,810.59 starting salary + bonus