Water Utilities Customer Service & Billing Specialist

Leep Utilities; Stretford; On-site; GBP 11,000 - 14,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Birthday day off

Discretionary bonus

Company pension plan

Health Cash plan

Job summary

Leep Utilities in Manchester is seeking a Customer Service Representative to deliver excellent experiences through inbound and outbound calls and digital interactions for regulated water customers. You will handle a range of tasks from billing and move in/out to incident response and collections.

Join a fast-paced team focused on compliant, clear communication and continuous improvement. The role offers a discretionary bonus and pension alongside standard benefits.

Qualifications

• Experience in delivering customer service over multiple channels.
• Comfort with handling inbound and outbound communications.

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

Skills

Customer service

Telephone etiquette

Computer literacy

Collections experience

Contact Centre

Job description

Leep Utilities in Manchester is seeking a Customer Service Representative to deliver excellent experiences through inbound and outbound calls and digital interactions for regulated water customers. You will handle a range of tasks from billing and move in/out to incident response and collections.

Join a fast-paced team focused on compliant, clear communication and continuous improvement. The role offers a discretionary bonus and pension alongside standard benefits.