DESCRIPTION

As a Customer Services Advisor for Community Utilities, you are the front line of our business and an ambassador of our brand. You will naturally love to help people and fixing problems is second nature to you.
Your primary role will be to handle all inbound customer contact and provide a focused and friendly service with a strong ‘first time resolution’ mentality. This is a fast-paced job role handling a range of customer enquiries and escalations including payment issues, billing, and general service complaints. You’ll bring your personal style to all customer conversations, provide excellent service and ask the right questions to ensure we offer the best solutions to new and existing customers.
We aren’t like other contact centres. This isn’t a hard-selling, high-volume environment. It’s all about making sure our customer issues are fully resolved in a timely manner. We’re a team that enjoys group social activities as much as we enjoy helping our local communities and charity organisations.
The role offers a 37.5 hour working week on a rotational shift pattern between 08:00 and 20:00, Monday to Friday.

• First time resolution of customer queries via chat, email, social, in and outbound telephony
• Complaints management
• Appropriate escalation and follow through to ensure resolution
• Liaising with resident site teams to resolve issues
• Administering customer accounts following all relevant regulations e.g. GDPR, PCI
• Achieving productivity and quality targets