About the Company
Southampton City Council is committed to providing outstanding public services to our diverse community. Our Water Department plays a vital role in ensuring reliable water supply and excellent customer support for the residents of Southampton. Join a dedicated team focused on making a positive impact on local infrastructure and community well-being.
Job Description
As a Water Department Customer Service representative for Southampton City Council, you will be the primary point of contact for residents regarding their water services. This pivotal role involves handling a wide range of inquiries, efficiently resolving issues, and providing accurate information with professionalism and empathy. You will be instrumental in ensuring high levels of customer satisfaction and contributing to the smooth operation of essential local services.
Key Responsibilities
- Respond promptly and courteously to customer inquiries via phone, email, and occasionally in-person, regarding water services, billing, and supply.
- Provide clear and concise information on water bills, service interruptions, water conservation initiatives, and council policies.
- Investigate and resolve customer complaints, escalating complex issues to appropriate technical or managerial departments when necessary.
- Process service requests, payments, account updates, and new customer registrations accurately and efficiently.
- Maintain detailed and confidential records of all customer interactions and transactions within our CRM system.
- Adhere strictly to all council policies, procedures, and regulatory requirements pertaining to water services and customer data.
- Collaborate with internal teams to ensure a seamless customer experience and accurate information flow.
Required Skills
- Excellent verbal and written communication skills with a clear, professional telephone manner.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Proficiency in using computer systems, including Microsoft Office Suite and customer relationship management (CRM) software.
- Ability to work effectively and remain calm in a fast-paced and sometimes challenging environment.
- Demonstrated empathy, patience, and a strong customer-focused approach.
- GCSEs in English and Mathematics (or equivalent qualifications).
Preferred Qualifications
- Previous experience in a customer service role, particularly within a utility company, local government setting, or call centre environment.
- Basic knowledge of water utility operations, billing cycles, or relevant local government regulations.
- Familiarity with the Southampton area and its demographics.
- Experience with SAP or similar enterprise resource planning systems.
Perks & Benefits
- Generous annual leave entitlement, increasing with service.
- Access to the Local Government Pension Scheme, a defined benefit pension.
- Comprehensive opportunities for professional development, training, and career progression.
- Employee assistance program offering confidential support and advice.
- Access to a range of discounted local amenities, services, and retail through employee benefit schemes.
- A supportive and inclusive work environment committed to diversity.
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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