Customer Service Representative Customer Operations · Salford ·

Leep Utilities Limited; Salford; On-site; GBP 20,000 - 24,000; Full time

Job summary

A leading utility provider in the UK is looking for a Customer Service Specialist to enhance customer experiences through effective communication. The role involves managing inbound and outbound calls, addressing complex inquiries, and improving customer satisfaction. Candidates should be engaging, reliable, and adept at managing workloads flexibly. Benefits include 25 days of paid holiday, a health cash plan, and professional development opportunities.

Benefits

25 days paid holiday + bank holidays

Annual discretionary bonus

Company pension plan

Health cash plan

Professional development opportunities

Qualifications

• Engaging, trustworthy, reliable and attentive to customers.
• Efficient and self-motivated to manage workload flexibly.
• Experience in a fast-paced, customer-focused environment.

Responsibilities

• Understand and deliver on customer objectives and targets.
• Handle inbound calls and digital communications from customers.
• Provide support services such as Priority Service Register.

Skills

Customer relationship management

Effective communication

Problem-solving

Flexibility to change

Tools

CRM software

Job description

Department: Customer Operations

Reports to: Water Customer Service Leader

Salary: up to £24,000 DOE

Location: Manchester

The Opportunity

Our Customer Service Specialist plays a key role in delivering amazing customer experiencesthrough engaging, quality conversations using a combination of inbound & outbound calls anddigital interactions. This role is dedicated to our regulated fresh and wastewater customers fromthe 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, sharingbest practice to achieve our objectives & targets whilst living our company values.

Key Responsibilities

• Understand and deliver against required objectives and targets delivering amazing customerexperiences


• Responsible for the completion of all documented processes supporting our customers andcompleting 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 anoutbound dialer to contact customers for delivery against objectives such as paymentcollection 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 ourcustomers


• 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 allinteractions 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 personaldevelopment


• Beyond the core responsibilities of the role, deliver any additional requirements to supportthe end-to-end customer experience, department objectives and direct customer contact

About You

• Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliverbrilliant customer experiences to build and maintain effective customer relationships


• Efficient, self-motivated and able to manage your own workload with flexibility to support allrequirements 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 issuesthrough a solution-based approach


• Experience of working in a fast-paced, customer focused environment, although working ina Contact Centre would be advantageous, it is not essential – we are looking for colleagueswho 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


• Annual 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.