Customer Care Representative

Job Description

Are you a customer-focused individual looking to progress your career with a company that prides itself on its peopleAre you a problem solver who puts the customer at the heart of all you do If so, we want to hear from you!We currently have 10 fantastic Customer Care Representative opportunities available to join our Billing Customer Experience team working in Exeter.You will join us on a full-time, permanent basis, and inreturn you will receive a competitive salary of£20,202 per annum plus excellent benefits, development opportunities and a range of brilliant localised incentives.About the role:As ourCustomer Care Representative, you will be working in a fun, rewarding and fast paced customer service environment. On a day-to-day basis you will be the voice of our company by speaking directly to our customers, listening to theirqueries and take responsibility for providing a resolution quickly and efficiently. With your strong communication skills blended with enthusiasm and empathy, you will go above and beyond in delivering an amazing first-class customer service experience andcontinue to keep our loyal customers at the heart of what we do. 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 digitalcommunication channels and providing customers with peace of mind regarding their billing query. If you thrive on challenge and love helping people - this is the perfect opportunity for you!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 a few weeks in advance, however we strongly believe in team unity and working in a collaborative culture,therefore you will have opportunities to speak with your colleagues to arrange shift swaps where necessary to support one another. Our operating window is:Monday to Friday: 08:0018:00Saturday: 09:0014:00What youll 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 customers 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

Whats 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. Were one of the largest companies in the South West and are proud to havebeen 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!

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.South West Wateris part of the Pennon Group, a very successful and stable business that prides itself on sustainability. We provide reliable, efficient, and high-quality drinking water and wastewater services for a population of c. 1.7million in Cornwall, Devon, and parts of Somerset and Dorset.We believe that by investing in the future of our region, we are not only improving the quality of life for todays residents and visitors but are also taking responsibility for future generations. Responsibility for the environment is central to this. Weaim to continually drive-up standards, particularly in the areas that matter most to our customers.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.

Closing date: Sunday 20th February 2022If 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.