Customer Care Representative
Exeter, England
South West Water – SWW - Customer Services /
Permanent full-time /
On-site
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 ready to dive into a career where you can provide exceptional customer service and take your career to the next level with a company that values its people?
We have a number of fantastic opportunities available to join our Customer Experience team in Exeter as a Customer Care Representative. This is a full-time, permanent role with a competitive starting salary of £23,152 per annum, rising to £24,900 per annum on progression, plus an additional 5% shift allowance. In addition to excellent benefits and development opportunities, you’ll also enjoy a variety of localised incentives to recognise your hard work and dedication.
Progression Scheme:
· Level 1: £23,152 plus 5% shift allowance equates to £1,138
· Level 2: £23,830 plus 5% shift allowance equates to £1,192
· Level 3: £24,900 plus 5% shift allowance equates to £1,245
About the role:
As our Customer Care Representative 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, or operational queries involving supply interruptions, dispatching technicians to investigate leaks and sewer floodings, along with answering a range of wholesale queries.
Your journey with us begins on Monday 10th June 2024. For the first 3 weeks you will be in a bespoke operational learning academy delivered by our dedicated Customer Services Training team at our main office in Exeter. You will then enter a 3-week Graduation Zone, where you will receive personalised support to help you embed your learning and meet your goals.
Shift Patterns:
Working 37 hours per week, the role requires working on a fully flexible rota basis: 7am to 10pm. Providing cover 365 days a year, this includes weekends and bank holidays. Rota schedules are published with enough time to review and require some flexibility.
Assessment Centre Date:
Mark your calendars for one of our upcoming assessment centres on:
· Wednesday 8th May 13.00 -16.00
· Thursday 9th May 17:00-20:00
· Friday 10th May 09:00-1200
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 (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:
- Generous holiday allowance plus bank holidays
- Localised incentives and weekly recognition
- Subsidised on-site Costa
- Coaching, training and development opportunities
- Buy or sell annual leave to offer you extra flexibility
- 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
- 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
- Invest in Pennon Group plc through our employee share schemes
- We support our people by offering a free, confidential Employee Assistance Programme
- Look after your wellbeing with our Champion Health support platform
- Enjoy free eye tests and discounts on frames and lenses at Specsavers
- 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
- A discretionary Bonus
- Competitive Contributory Pension
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:
Closing Date: Tuesday 7th May 2024
If you are looking for a new challenge, please click apply now to be considered as our Customer Care Representative - 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:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
