Customer Service Specialist

Overview

Handle customer queries, negotiate payments, and resolve billing issues.

Key Responsibilities

• crm management
• issue resolution
• fraud detection
• payment plans
• performance targets
• customer service

Tasks

-Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have -Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience -Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances. This will include identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice -Work will involve incoming and outbound telephone contacts, written correspondence, non-contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system -Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers -Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager -Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment -Ensure individual performance targets and agreed objectives are achieved and maintained.

Requirements

• customer service
• it systems
• communication
• debt collection
• negotiation
• initiative

What You Bring

-Customer service experience -Confident with using IT systems -Excellent communication skills -Communicates confidence through positive language making own decisions (where necessary) via the telephone -Forward thinker who shows initiative and takes ownership -You will have an empathetic manner, excellent communication skills and the ability to build rapport. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing. Complete customer service (Res-Ex) related calls. Work on and contact customers with previously occupied accounts -Experience or knowledge of debt collection practises -Confidence to direct and manage a call through to resolution

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Benefits

-Buy or sell annual leave to offer you extra flexibility -Enjoy free eye tests and discounts on frames and lenses at Specsavers -Competitive Contributory Pension -Take up to 26 weeks’ additional maternity leave -Share your parental leave and split your time off to care for your child how you choose -Generous holiday allowance plus bank holidays -Look after your wellbeing with our Champion Health support platform -Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox -A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more -At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits: -A discretionary Bonus -Buy a bike and safety equipment tax-free, through our Cycle to Work scheme -We offer free car parking at the majority of our sites -We support our people by offering a free, confidential Employee Assistance Programme -Invest in Pennon Group plc through our employee share schemes

About South West Water

-South West Water is a leading provider of water and wastewater services, covering Cornwall, Devon, and parts of Dorset. -The company is known for pioneering innovation in water treatment and sustainability efforts across its service regions. -Specializes in providing clean, safe water and efficient wastewater treatment to both residential and commercial customers. -Committed to ensuring the highest standards of water quality and environmental stewardship in all its operations. -One of the standout projects includes the upgrade of wastewater treatment facilities to meet growing demand and environmental standards. -South West Water's operations span a variety of sectors, including residential, commercial, and industrial water services.

Sector Specialisms

Security Clearance

-mandatory dbs check required during onboarding.