Department: Customer Operations
Reports to: Team Leader (Water)
Location: Manchester, Office Based (Hybrid)
Working Pattern: 24 hours, 4 days per week
The Opportunity
This role is responsible for the end-to-end delivery of exceptional customer experiences for our regulated fresh and wastewater customers. You’ll be dedicated to, and passionate about, providing support to customers from the moment they onboard with us, right up until they leave. We’ve invested heavily in ensuring that you will have the best possible tools to be able to deliver in this role.
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.
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.
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!
Your Development and Benefits
At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.
Our benefits include:
* Salary which aligns to your experience and skillset
* 25 days paid holiday + bank holidays
* An additional day off to celebrate your birthday
* Annual discretionary bonus
* Company pension plan
* Health Cash plan through Westfield Health
* Option to purchase additional holiday days through our Holiday Buying Scheme
* Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
* Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do:
Safety, Customer, Promise, Accountability, Reliability, Respect, Flexibility
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
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