Customer Advisor – Inclusivity TeamWorking Hours - Full time 37 hours per weekContract type - Permanent Location: Trinity House - Lowestoft Salary: Up to £28,410 per annum (pro rata for part time) – depending on experienceAbout the RoleWe understand life's ups and downs can mean sometimes additional financial support is needed and here at Essex and Suffolk Water we provide affordable bills and additional support to our customers when they need it.The successful candidate will have previous experience in customer service and be passionate about helping our vulnerable customers in a professional, bespoke, and caring manner.The role requires you to have the skills and ability to identify customer's additional needs by listening and using questioning techniques to understand circumstances and trigger points to ensure our additional support is matched perfectly to the customers need.
A holistic service must be given, providing all our additional support in one contact from financial support to additional needs support.
Promotion of our additional support to stakeholders is another part of this role.You will need to use your own initiative to resolve customer enquiries providing a tailored service when our customers need it most.
This will cover inbound, outbound calls and written responses.
The hours of work will range from 8am until 6pm so flexibility in working hours is key.About youYou'll have a real passion to do the right thing for our customers and be able to demonstrate you have proven experience of giving great customer service, whilst always demonstrating empathy and compassion.
We are looking for you to have an Excellent telephone manner, highlighting listening and empathy skills.
We would also need you to have letter writing skills to provide tailored and personalised responses in easy, clear to understand language.
A good knowledge of external support services such as Step Change, MIND, Age UK would be an advantage.To be successful in the role we would need you to be competent in the use of Microsoft Word and also have experience in the use of CC&B to complete billing updates.In addition, you will need to have previous experience in demonstrating empathy and understanding whilst discussing customers sensitive, personal circumstances and outstanding arrears.
Displaying an understanding of customer's circumstances to highlight options to reduce their bills by considering all options such as metering, water efficiency and alternative tariffs.
We need the successful candidate to think outside the box to offer alternative solutions to our customer to suit their needs.Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work.
We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation.
We have our colleague network groups, including Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks too.About usHere are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all.
We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work.
As an equal opportunity employer we're committed to having a diverse community represented across our business.We're aware that not everyone will have every skill listed in the job description, and that female candidates are less likely to apply if they don't have the full range of skills, however if you have some of the skills listed, we 'd encourage you to apply.NWG at a glance:Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.We do this by providing reliable and affordable water and wastewater services for our customers.We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.Our vision is to be the national leader in the provision of sustainable water and wastewater services.
To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.Our benefitsWe're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues.Benefits to include, here's just a few of them:Enhanced maternity payEnhanced annual leave with additional special leave for Christmas Eve and New Year's EveCompany pension schemeDigital GPAward winning wellbeing websiteEmployee Assistance ProgrammeLife assuranceQualification loansProfessional subscriptionBuy and sell annual leaveDiscounts and cashback offers