From £24,000MidFull Time
Department: Customer Operations
Reports to: Water Customer Service Leader
Salary: up to £24,000 DOE
Location: Manchester
The Opportunity
Our Customer Service Representative 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!
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.
Key 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
About You
Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships
Efficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the role
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
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
Your Development and Benefits
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.
Our benefits include:
Salary which aligns to your experience and skillset
25 days paid holiday + bank holidays
An additional day off to celebrate your birthday
Discretionary bonus
Company pension plan
Health Cash plan through Westfield Health
Option to purchase additional holiday days through our Holiday Buying Scheme
Engagement committee with events throughout the year, including Summer Party and individual team socials
Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do:
Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
