Customer Service Representative

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

Department: Customer Operations

Reports to: Water Customer Service Leader

Salary: up to £24,720 DOE

Location: Manchester

There are two vacant positions for this role.

The Opportunity

Our Customer Service Representative plays a key role in delivering amazing customer experiences through engaging, quality conversations using a combination of inbound & 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 & 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 & 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

Success Measures

• Customers feel listened to, supported and valued, with a positive experience regardless of the reason for contact.

• Issues are resolved first time wherever possible, with customers receiving timely, clear and accurate updates throughout.

• Customer records and account activities are maintained with a high degree of accuracy, supporting excellent operational performance.

• Customers and colleagues can rely on you to follow through positively on commitments, taking pride in your work to contribute to a stable, efficient and high-performing team.

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 to 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

• 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.