Customer Service Assistant

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

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Who are we?

We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable, and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

What we’re looking for:

We are looking for a Customer Service Assistant to be the first point of contact for more than 100,000 customers each year. You will play a vital role in delivering an excellent customer experience, providing accurate information, resolving enquiries efficiently and representing Wales & West Utilities in a professional and positive manner at every interaction.

You’ll be relied on to:

• 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

You’ll need to have:

• Have the ability to use Windows 10 applications such as Microsoft Word, Exec, PowerPoint and Outlook as well as MAPS
• The ability to manage time and prioritise workload
• Good knowledge of the business internally and externally
• Good listening skills, empathy, and patience

What you’ll get in return:

• Starting salary of £27,067 rising to £33,833 plus 13.5% shift allowance
• Flexible working opportunities
• Career progression opportunities
• A new challenge
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Discretionary annual bonus

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.