Customer Advisor

at  Severn Trent

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people too.
24 hours a day, 365 days a year we serve 4.8 million households and business across the heart of the UK. Each cuppa drank, each toilet flushed is only possible because of the 7,000 brilliant team members working across our patch.
We welcome people from all walks of life and celebrate individuality. We know diverse minds, experiences and backgrounds help us to learn and better serve our customers and the communities where they live.
If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.
Here at Severn Trent we take pride in knowing we come to work each day and help make a difference to our customers, working together with our colleagues to solve problems as soon as we can.

EVERYTHING YOU NEED TO KNOW

We are looking for competent Customer Advisers to provide exceptional customer service to clients navigating the litigation process for unpaid bills. The role involves managing and supporting customers through each stage of the litigation process, ensuring compliance with legal requirements and internal policies.
Colleagues should exhibit professionalism and trustworthiness. You should have excellent communication and negotiation skills, as well as an ability to work independently.
You’ll work in our busy customer hub full of like minded people. It’s a great open plan office environment with canteen that serves fantastic food. There’s fun incentives, free parking, regular competitions and prizes up for grabs too (Plus, you’ll get free tea and coffee, all made with our marvellous water of course).
Don’t worry if this is something that you’ve not done before. We’re interested in what you can bring to the role. In return we’ll give you full training, so you’re well prepared and confident to make and take calls from our customers. So that we can make sure that you have all the training you will need to really excel, if you have any annual leave booked during the training period, we may need to ask you to join us at a later date after your holiday.
And it doesn’t end there. Our continued training helped one in three of our advisors progress their careers within two years. Wonderful!
Our water is vital to our customers, so we need to be around when they need us. you’ll be working shifts totalling 37 hours per week between the hours of 8:00am and 6:00pm, Monday to Friday and Saturday’s 8:30am to 2:30pm (but of course, that means you’ll get time off in the week).
Don’t worry – you’ll always have plenty of notice of your shifts, plus lots of annual leave. We know you have a life outside work, too!

KEY RESPONSIBILITIES:

• Customer Support:
• Provide clear and empathetic guidance to customers regarding the litigation process.
• Answer customer queries via phone, email, and chat.
• Assist customers in understanding their rights and obligations.
• Case Management:
• Manage a caseload of unpaid bill disputes from initiation to resolution.
• Ensure accurate and timely documentation of all customer interactions and case developments.
• Coordinate with internal departments (legal, billing, etc.) to facilitate the litigation process.
• Documentation and Reporting:
• Prepare and review legal documents, ensuring accuracy and compliance.
• Maintain up-to-date records of all cases in the case management system.
• Provide regular updates to customers regarding the status of their case.
• Compliance and Legal Procedures:
• Ensure all actions are in compliance with relevant laws, regulations, and internal policies.
• Stay informed about changes in process related to unpaid bills and litigation.
• Team Collaboration:
• Work closely with colleagues in the Court Services team and other departments.
• Participate in team meetings, training sessions, and professional development activities.
• Customer Education:
• Educate customers on how to avoid future litigation related to unpaid bills.
• Provide resources and advice for better financial management.