What We Do:
Pure Utilities is a Licensed Provider of water and wastewater services to business customers in Scotland, working closely with Scottish Water. Our straightforward, transparent, and above all else, ethical approach to business has seen our customer base increase dramatically. We believe in the highest levels of customer service and always treat our customers fairly.
Job Overview:
As a Customer Service Representative, your aim will be to handle queries from sole traders all the way up to multi-internationals, regularly interacting with our industry partners, and investigating & resolving account issues. As someone who is self-driven, you will have the passion and motivation to grow our business, as well as the professionalism and expertise required to succeed in a competitive market.
Key Duties:
· Take and make customer calls with integrity and professionalism
· Communicate effectively and professionally with customers by email.
· Accurately process customer correspondence where required
· Resolve customer queries and issues, ensuring promises are delivered
· Maintain customer accounts to ensure existing customers' expectations are exceeded
· General office procedures, processes and administrative duties, as required.
· Contact overdue customers to obtain payments, payment commitments, or query details.
· Negotiate and monitor customer payment plans.
· Assist in preparing accounts for escalation.
· General accounting administration duties for non-outstanding customer accounts.
Key Requirements:
·Customer Service Skills: Ability to communicate effectively and professionally with customers, providing excellent service and addressing their needs.
·Problem Solving: Capable of identifying issues related to overdue accounts and implementing effective solutions.
·Accuracy and Attention to Detail: High level of precision in handling accounts, ensuring accurate recordkeeping and adherence to procedures.
·Excellent communication and negotiation skills; both written and verbal.
·Capable IT skills: Microsoft Office (particularly Excel, Word & Outlook) and CRM systems.
·Process Adherence: The ability to follow a set out process.
·Self-Motivated; Maintain a positive attitude, with a drive to hit targets, working with minimal supervision, whilst working closely with your direct team and other stakeholders.
Desirable Skills/Experience
· Experience in Customer Service, Accounts or complaints related roles.
· Capable IT skills, especially with Microsoft Office (particularly Excel, Word & Outlook)
· Utility industry experience
Succeeding in the Role
A successful Customer Service Executive will be an excellent communicator, organised, professional, and possess a positive attitude. They will consistently and skilfully resolve customer issues. The successful candidate will genuinely enjoy the challenge the role can bring and will be proactive, outgoing, dependable, and resolute when tackling conflict, while continuing to reflect the Company's values.
What You'll Receive:
* Base starting salary of £25,731.85 per annum.
* 20 days holiday, increasing by 1 per year up to 25, plus Scottish Bank Holidays.
* Additional bonus scheme(s).
* Employee Assistance Programme – a free, professional, and impartial service.
* Free tea, coffee, and on-site car parking.
* Ad-hoc rewards – free lunches, vouchers, and events linked to business milestones & success.
* Social and team-building events.
Additional Information:
* The position will be full-time and based at our offices near Preston, Lancashire.
* PURE is an equal opportunities employer and welcomes applicants from all members of the community. If you require any reasonable adjustments throughout the recruitment process, please let us know.
Job Types: Full-time, Permanent
Job Types: Full-time, Permanent
Pay: From £25,731.85 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Free parking
* On-site gym
* On-site parking
* Referral programme
Work Location: In person