Customer Service Advisor (253_22)

Exeter, England /
South West Water – Domestic Customer Services /
Permanent full-time
At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you a customer-focused individual looking to progress your career with a company that prides itself on its people?

We currently have a number of fantastic Customer Service Advisor opportunities available to join our Customer Experience team working in Exeter. You will join us on a full-time, permanent basis, and in return you will receive a competitive starting salary of £21,270 going up to £25,574 (on progression) per annum plus excellent benefits, development opportunities and a range of brilliant localised incentives.
About the role:

As our Customer Service Advisor you will be working in a fun, rewarding and fast paced customer service team. On a day-to-day basis you will be the voice of our company by speaking directly to our customers, listening to their queries and providing a quick and efficient resolution.

Initially the role will focus on inbound telephone contacts, but there will be plenty of opportunities to develop your skills by liaising with our customers through our excellent range of digital communication channels and providing customers with peace of mind regarding their billing query.

Shift Patterns:

Working 37 hours per week, the role requires working on a fully flex rota basis, including every 2 in 4 Saturdays.

Rota schedules are always published well in advance and you can always speak with your colleagues to organise shift swaps where necessary.

Our operating window is:

Monday to Friday: 08:00 – 20:00
Saturday: 09:00 – 14:00

Assessment Centre Date:
We will be looking to hold assessment centres in July on Tuesday 5th (09:00 - 12:00) and Wednesday 6th (17:00 - 20:00) - please hold these dates in your diary.

What you’ll be doing:

    • Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
    • Showing Initiative in offering a bespoke service and SWW offerings based on customers individual circumstances
    • Identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice
    • Solving the customer’s initial query and proactively identifying any future benefits or requirements the customer might have
    • Aligning with our company values, promoting a collaborative approach to continuously improving our customer service experience

What we are looking for:

    • Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
    • Excellent communication skills
    • Open and honest demeanour, sincerity whilst remaining tactful
    • Friendly and socially confident, with a willingness to engage with others
    • Confidence to direct and manage a call through to resolution
    • Customer service experience is desirable

What's in it for you:

    • We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we offer an excellent range of benefits including:

    • Generous holiday allowance plus bank holidays
    • A discretionary Bonus
    • Localised incentives and weekly recognition
    • Competitive Contributory Pension
    • Share-save Scheme
    • Various health benefits
    • Wellbeing support programmes
    • A range of Group Discounts
    • Cycle to Work Scheme
    • Free car parking
    • Subsidised on-site Costa
    • Financial support services
    • Coaching, training and development opportunities
    • And plenty more!
Closing Date: Sunday 03 July 2022

If you are looking for a new challenge, please click apply now to be considered as our Customer Service Advisor - we look forward to receiving your application.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values which are essential to our success are:
·       Trusted - We do the right thing for our customers and stakeholders.
·       Collaborative - We forge strong relationships working together to make a positive impact.
·       Responsible - We keep our promises to our customers, communities, and each other.
·       Progressive - We are always looking for new ways to improve and make life better.