About the Company
Severn Trent Water is a leading UK water and waste services company, serving millions of people across the Midlands and into Wales. We are committed to delivering a reliable, high-quality service to our customers, protecting the environment, and investing in our communities. Joining our team means contributing to an essential public service, making a real difference to people’s daily lives, and growing your career in a supportive and dynamic environment.
Job Description
We are seeking a dedicated and empathetic Customer Service Representative to join our Water Department team. This vital role involves acting as the first point of contact for our customers, assisting with a wide range of enquiries related to water supply, billing, meter readings, and general service issues. You will be instrumental in providing excellent service, resolving queries efficiently, and ensuring our customers have a positive experience. Full training will be provided to equip you with the knowledge and skills needed to succeed in this essential local authority function.
Key Responsibilities
- Handle inbound customer enquiries via telephone, email, and potentially live chat, maintaining a professional and courteous demeanor.
- Provide accurate information regarding water services, billing, payments, and company policies.
- Investigate and resolve customer complaints and issues, escalating complex cases to relevant departments when necessary.
- Process customer requests, including account updates, payment arrangements, and service appointments.
- Maintain detailed and accurate records of customer interactions and transactions in our CRM system.
- Educate customers on water conservation, potential service disruptions, and other relevant information.
- Collaborate with internal teams to ensure seamless service delivery and customer satisfaction.
- Adhere to company procedures, data protection regulations (GDPR), and service level agreements.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening skills and a customer-centric approach.
- Ability to empathize with customers and remain calm under pressure.
- Basic computer proficiency and the ability to learn new systems quickly.
- Problem-solving capabilities and a proactive attitude.
- Ability to work effectively both independently and as part of a team.
- A strong desire to help people and provide outstanding service.
Preferred Qualifications
- Previous experience in a customer service or call centre environment.
- Familiarity with utility services or public sector operations.
- Experience using CRM software.
- GCSEs or equivalent qualifications, including English and Maths.
Perks & Benefits
- Competitive annual salary.
- Generous pension scheme.
- 25 days annual leave plus bank holidays, with options to buy/sell.
- Comprehensive training and ongoing professional development opportunities.
- Employee assistance program for personal and professional support.
- Access to a range of employee discounts and wellbeing initiatives.
- Supportive and inclusive work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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