Customer Service Specialist

Go Traffic Management Limited; East Midlands; On-site; GBP 27,000; Full time

Job summary

A utility service company is seeking a Customer Service Specialist to manage customer enquiries and ensure satisfaction. The role requires strong customer service skills and the ability to handle complaints efficiently. Experience in the utilities sector is a plus. The position offers competitive compensation and a full benefits package.

Qualifications

• Experience within the utilities sector is desired but not essential.
• A background in customer service is essential.
• Excellent organizational skills and ability to meet deadlines.

Responsibilities

• Ensure the highest level of customer service is achieved.
• Respond to customer and client enquiries efficiently.
• Manage the resolution of customer complaints within agreed timescales.

Skills

Customer service experience

Strong IT and system literacy

Organizational skills

Job description

Customer Service Specialist

Department: Severn Trent Water

Employment Type: Permanent - Full Time

Location: Brunel House

Reporting To: Stephen Tiller

Compensation: £26,984 / year

Description

As a Customer Service Advisor, you will be responsible for managing an array of customer and client enquiries via telephone, website, and email channels, demonstrating excellent customer satisfaction and ensuring all daily tasks are completed accurately and consistently.

This role sits within our Severn Trent Water Metering contract, where Network Plus delivers essential clean water services across the region. You’ll play a key part in supporting our operational teams and customers throughout the metering process — from installation and maintenance to resolving customer queries and ensuring a positive experience. This may involve liaising with field teams, scheduling appointments, and providing timely updates to customers about planned works or any issues that may arise.

Key Responsibilities

• Ensure the highest level of customer service is achieved for both external and internal customers, providing excellent satisfaction every time
• Respond to customer and client enquiries efficiently, ensuring professionalism and empathy in all interactions
• Ensure that all client and customer operational requirements are met by managing your time effectively and prioritising contacts accordingly
• Maintain and update customer and company/client databases, ensuring all issues are recorded thoroughly and escalated appropriately
• Manage the resolution of customer complaints within agreed timescales, meeting company KPIs and SLAs
• Work collaboratively with our field and planning teams to ensure customer promises are met and information is accurately communicated

Skills, Knowledge & Expertise

• Experience within the utilities sector is desired but not essential
• A background in customer service is essential, ideally within a contact centre or field operations environment
• Strong IT and system literacy, with the ability to learn new platforms quickly
• Excellent organisational skills and ability to meet important deadlines in a fast-paced environment

Job Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy which you can find here - https://networkplus.co.uk/privacy-and-cookie-policy.