Department: Customer Operations
Reports to: Team Leader (Water)
Location: Manchester, Office Based (Hybrid)
Salary: up to £24K DOE

ABOUT YOU

• Experienced: Knowing your way around outbound collections is desirable.
• Customer-focused: A strong commitment to delivering excellent service.
• Great comms: You’ll have exceptional communication skills to ensure customers are kept informed.
• Team player: You’ll love being part of a collaborative team and someone who works well with others.
• Initiative-taking: A demonstrable passion about driving improvements and achieving results.
• Open-minded: You’ll be receptive to change and keen to embrace new processes and technologies.
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  If you’re looking for a role where you can make a real difference to our customers while being part of an innovative and supportive team, we’d love to hear from you!

KEY RESPONSIBILITIES

• Own your patch: Take ownership of a dedicated customer patch and deliver great results from start to finish, undertaking key billing, customer service, and collections activities on your allocated customer accounts. Communicate with customers directly via phone (inbound and outbound) and email using our new multi-channel tech.
• Deliver great outcomes: Manage key account functions including movers, complaints, payment plans, and ticket logging and be passionate about delighting your customers.
• Be the customer champion: Identify and apply any support services for customers, including PSR, charity referrals, WaterSure, and social tariffs.
• Nail the basics: Perform account cleansing through exception report management and manage administrative duties relating to payments, asset failures, and affordability checks.
• Hit agreed satisfaction targets: Deliver exceptional service in line with customer satisfaction OKRs, working as part of a wider team to improve overall customer satisfaction.
• Own the issue and its resolution: Investigate complex customer queries and provide clear resolutions for customers.