Customer Service Representative

Leep Utilities; Salford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A utilities company in the UK is seeking a Customer Service Specialist to enhance customer experiences through effective communication and problem resolution. The role involves managing inbound and outbound calls, handling complex queries, and supporting customer needs. Ideal candidates should be engaging and efficient, with strong computer skills and a customer-focused mindset. Enjoy benefits like a competitive salary, 25 days holiday, and a company pension plan in a nurturing work environment.

Benefits

25 days paid holiday + bank holidays

Annual discretionary bonus

Health Cash plan

Professional development opportunities

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Ability to build strong relationships and support team motivation.
• Collections experience is desirable.

Responsibilities

• Engage with customers via inbound calls and digital communications.
• Manage complex queries and deliver clear resolutions.
• Complete administrative tasks related to customer service.

Skills

Engaging customer interaction

Problem-solving

Efficient workload management

Computer literacy

Job description

The Opportunity

Our Customer Service Specialist plays a key role in delivering amazing customer experiences through engaging, quality conversations using inbound and outbound calls and digital interactions. This role is dedicated to our regulated fresh and wastewater customers from the moment they onboard with us, right up until they leave – and everything in between!

You’ll be working in a fast‑paced environment where change is embraced and we work together, sharing best practice to achieve our objectives and targets whilst living our company values.

Key Responsibilities

• Understand and deliver against required objectives and targets delivering amazing customer experiences.
• Responsible for the completion of all documented processes supporting our customers and completing key activities such as move in & out, billing, customer service, live incidents, collections and complaints.
• Handling inbound calls and digital communications from our customers and working an outbound dialer to contact customers for delivery against objectives such as payment collection and debt prevention activities.
• Proactively identify and apply additional support services such as Priority Service Register, WaterSure and Social Tariffs.
• Take ownership of complex queries delivering clear resolutions in a timely manner for our customers.
• Deliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and payments.
• Make the most of our multi‑channel technology and defined guides to deliver engaging, concise and clear communications both verbally and in writing to remain compliant in all interactions with our customers.
• Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company.
• Positively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives and your personal development.
• Beyond the core responsibilities of the role, deliver any additional requirements to support the end‑to‑end customer experience, department objectives and direct customer contact.

About You

• Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships.
• Efficient, self‑motivated and able to manage your own workload with flexibility to support all requirements of the role.
• Able to build strong working relationships with colleagues and motivate others in your team.
• Resilient and responsive to change with a natural ability to react and resolve issues through a solution‑based approach.
• Experience of working in a fast‑paced, customer focused environment, although working in a Contact Centre would be advantageous, it is not essential – we are looking for colleagues who love helping customers.
• Computer literacy is essential whilst collections experience is desirable.

Your Development and Benefits

At Leep, we believe in stable growth and putting our people first. Our 5‑year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.

Our benefits include:

• Salary which aligns to your experience and skillset.
• 25 days paid holiday + bank holidays.
• An additional day off to celebrate your birthday.
• Annual discretionary bonus.
• Company pension plan.
• Health Cash plan through Westfield Health.
• Option to purchase additional holiday days through our Holiday Buying Scheme.
• Engagement committee with events throughout the year, including Summer Party and individual team socials.
• Paid professional memberships relevant to your role and access to professional development opportunities.

Our Values

At the forefront of everything we do:

Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility

Equal Opportunities

Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.