Customer Service Representative - Utilities

Sitel; Newcastle upon Tyne; On-site; GBP 24,000; Full time

Job summary

A global leader in customer service is seeking a Customer Service Representative to join their Newcastle upon Tyne office. In this full-time role, you will provide exceptional phone support to customers of a water utilities client, ensuring effective complaint management and outstanding customer experiences. The position offers a competitive salary of £24,004.50 per annum, along with various employee benefits.

Benefits

Access to salary advance scheme

Award-winning culture

Growth opportunities

Qualifications

• Strong communication skills required.
• Previous call centre experience is essential.
• Calm demeanor in challenging situations.

Responsibilities

• Provide exceptional customer service via phone.
• Manage customer queries and complaints effectively.
• Maintain professionalism and empathy during calls.

Skills

Communication skills (verbal and written)

Problem-solving

Listening skills

Adaptability

Teamwork

Multi-tasking

Computer proficiency

Job description

Key Details

Salary: £24,004.50 per annum, paid monthly

Benefits: Access to Stream – our salary advance scheme, an award‑winning culture, and real growth opportunities

Opening Hours: Shifts between Monday to Thursday 08:00 to 20:00, Friday 08:00 to 18:00, Saturday 08:00 to 16:00 (closed on Sundays)

Contract Type: Permanent, full‑time (37.5 hours per week)

Location: Quorum Business Park, Newcastle upon Tyne, NE12 8EZ

Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing?

As a Customer Service Representative with Foundever®, you’ll provide exceptional customer service to our water utilities client’s customers by phone.

You will be responsible for delivering a great customer experience to our customers, through effective and timely query and complaint management. With our comprehensive training behind you, you’ll handle each interaction with professionalism, empathy and efficiency, always aiming for first‑contact resolution.

Primary responsibilities

• Confident communicators and able to deal with customers via email and phone.
• Able to work with a level of autonomy.
• Excellent at navigating through multiple computer systems.
• Able to work as an individual but also contribute to our fantastic culture.
• Pro‑active in resolving problems as and when they arise.
• Confident in handling complaints and difficult situations.
• Able to work to high levels of accuracy in a fast paced environment.
• Take satisfaction in troubleshooting and resolving problems.
• Is comfortable with multitasking and multi‑screen environment.
• Strong team player with ability to organise, coordinate and execute on details.
• Previous call centre experience is essential for this role.

What skills and experience will I need to succeed?

We’re looking for people who:

• Have strong communication skills (both verbal and written).
• Are great listeners who can understand customer needs.
• Enjoy solving problems and thinking on their feet.
• Can stay calm and patient, even in challenging situations.
• Are adaptable and open to feedback.
• Have a positive attitude and thrive in a team environment.
• Comfortable using computer systems to navigate and process information quickly.
• Ambitious? Great! We love seeing our team grow into leaders.

Who are Foundever®?

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital‑first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Why join Foundever®?

At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments.

If you would like to have the opportunity to work with our varied and well‑known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work‑life pattern with a competitive salary, then we want to hear from YOU!

Plus , for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

How to apply

Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch…

If your application is shortlisted, you can look forward to experiencing the following journey with us:

• Intro Call: Meet with our in‑house recruitment team, who will share more about the role, our business, and be keen to understand more about you and your experience. This is also a great time to ask us any questions you may have!
• Online Assessment: Complete our quick and simple online assessment, designed to test your problem‑solving abilities and how you may approach some real‑world customer scenarios.
• Interview and Roleplay: Attend a competency‑based interview with our Hiring Team at our Newcastle office.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making our business a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at [e-mail]. Please note this email address may not be used to submit applications, and applications will only be considered if they are submitted via the ‘Apply now’ button on this advert. Any applications sent to this email address will not be considered.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever®, and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

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