What you’ll be doing
as an Extra Care Agent
This role is part of our Extra Care Services team, dedicated to supporting customers with specific needs by providing the right assistance at the right time. Whether it’s helping customers find the best payment options for their water bills or ensuring they're registered for appropriate support during a water-related incident, this team is here to make a difference. With the rising cost of living affecting many, the Extra Care team plays a crucial role in delivering personalised, meaningful support to those who need it most.
The key responsibilities are:
1. Provide empathetic support to customers experiencing financial or personal challenges by actively listening and understanding their unique circumstances to deliver tailored assistance.
2. Maintain regular and meaningful contact with customers, keeping them informed about their queries and ensuring each interaction is positive and constructive.
3. Take ownership of customer queries, striving to resolve issues effectively while addressing and resolving complaints with professionalism and care.
4. Collaborate with internal and external teams to enhance processes and improve the overall customer experience.
Location: Hybrid - Walnut Court
Working hours: Monday – Friday, 9:15 am – 5 pm
To thrive in this role, the essential criteria you’ll need are:
5. Dependable, proactive, self-motivated, confident, and adaptable, with a strong sense of accountability to see tasks through to completion.
6. Proficient in IT, including MS Office, with training provided for the specialised systems we use
7. Excellent customer service skills, comfortable engaging with customers over the phone, and skilled in actively listening to their needs.
8. Capable of drafting clear and professional customer correspondence.
9. Skilled at prioritising tasks effectively and recognising when to escalate issues appropriately.
What’s in it for you?
10. Starting salary from £26,995 per annum
11. 24 days holiday per year, increasing to 28 with the length of service. (plus bank holidays)
12. The performance-related pay plan is directly linked to both company and individual performance. measures and targets.
13. Generous Pension Scheme through AON.
14. Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.