Are you a highly motivated and persistent person?
Do you always follow through on your promises?
If so, this could be the opportunity for you...
This is your chance to be a Technical Advisor where you'll get to put your highly resilient and empathetic approach to good use. You'll bring your quick decision making and problem solving abilities to help achieve the best results for your customers: first time, every time.
Customers get in touch with us when experiencing urgent issues with their water supply. In this role, you could be helping customers with no water, low pressure or other water supply problems inside and outside our usual office hours. Being calm under pressure; you'll really listen to your customers to understand their needs. You'll help them to resolve their problem whenever you can or will know when to direct and coordinate with our field teams to investigate and complete the work. Either way, you'll use your attention to detail and customer focus to take ownership and guide customers through to the best possible outcome.
As a full-time colleague, you'll work 37 hours over 5 days from 6am to 2.30pm (includes some weekends and bank holidays on a 5 week shift pattern).You'll have access to your rotas in advance so you can plan ahead and around other commitments. In recognition of the shift you will receive a 10% uplift on your salary.
Previous experience in answering the phone to customers is welcomed but not essential. In this friendly, team-spirited environment you can expect plenty of coaching to help you to develop and expand your knowledge. What's really important is that you bring your enthusiasm to learn and passion to improve at what you do. You'll get exposure to many colleagues around the business and will gain detailed knowledge of how we deliver water to our customers and the challenges we face.
And as someone who always takes responsibility for achieving the best possible results; you can increase your earnings by up to £1800 per annum through meeting your personal objectives and helping us achieve the best customer satisfaction scores. You'll also find lots of recognition and fun happening here in our busy, collaborative team with the opportunity to join in with our social and wellbeing events.
Main responsibilities:
Assess issues with customer water supply to allow work to be prioritised and allocated to the field teams.
Ensure network interruptions are known and shared with the rest of the business and help provide customer updates via the website and telephone.
Help resolve customers contacting us via email or telephone about concerns with their water supply.
Ensure customer's accounts are updated following each contact with us to ensure comprehensive and accurate records are available.
Once investigations or works has been completed, keep in touch with customers to update them to ensure that a 1/1 service has been provided.
Use ensure your knowledge and skills remain up to date by using the tools, resources and information available so that you can continue to provide the best possible service to our customers.
Build relationships with peers and colleagues to enhance the team working environment, resolve customer problems and ensure successful productivity.
Attend and contribute to team meetings with team, peers and colleagues.You'll need:
Skills / Qualifications / Experience
Achieved GCSE Maths and English at Grade 4/C (or equivalent)
Be able to communicate positively in an extremely busy working environment
Make decisions quickly and be able to multitask
Have strong computer skills and have the ability to flex between a high number of different systems
Excellent written and verbal communication
Have a strong customer service focus with a determination to resolve customer issues.It will be a bonus if you have:
Skills / Qualifications / Experience
A NVQ qualification Level 2 or above in Customer Service/Business Administration is desirable
Previous contact centre experience is welcomed but not essentialEmployees are required to be flexible and to be prepared to perform duties and other tasks within their capabilities. The nature of our business is such that the contents of any job profile are subject to change from time to time.
Grow a career with a meaningful purpose.
We know the communities we serve are diverse. We recognise creativity comes from diversity not similarity. That's why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all: through your recruitment, employment and career progression with South East Water.
Benefits package:
Excellent Stakeholder pension scheme, up to 10% employer contribution.
5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
Flexible annual leave policy to buy or sell holiday leave.
Paid volunteering days.
Cycle to work scheme.
Health cash plan.
Life assurance.
Wellbeing related benefits.What can you expect from your recruitment?
To apply for this position, please submit your CV on our career's website.
It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water.
Additionally, as part of the employment offer, you will need to pass background, identity, and employment referencing checks.If this sounds like the opportunity you've been looking for, apply now!
South East Water kindly asks that recruitment agencies refrain from submitting CVs to our employees or associates without explicit invitation from our HR Resourcing team. CVs sent on a speculative basis will not be acknowledged and will not assume any responsibility for fees or commissions in the event that we hire a candidate who applied directly or subsequently introduced by an instructed agency.
Compensation package:
£25,948.86
Salary description
£25948.00 - £25948.00 per year