Customer Service Representative

Description

Our Customer Service Specialist 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!

• 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
• 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
• Proactively identify and apply additional support services such as Priority Service Register, WaterSure and Social Tariffs
• Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company
• 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
• 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

Requirements

• Efficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the role
• Understand and deliver against required objectives and targets delivering amazing customer experiences
• 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
• Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships
• 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

Benefits

Salary: up to £24,000 DOE

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.

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.

• Engagement committee with events throughout the year, including Summer Party and individual team socials
• Company pension plan
• Salary which aligns to your experience and skillset
• Option to purchase additional holiday days through our Holiday Buying Scheme
• Annual discretionary bonus
• Paid professional memberships relevant to your role and access to professional development opportunities
• An additional day off to celebrate your birthday
• 25 days paid holiday + bank holidays
• Health Cash plan through Westfield Health

Training + Development

Interview process

Visa Sponsorship

Security clearance