Overview
Are you a highly motivated and persistent person? You’ll take up this central position as a Metering Advisor where you’ll use your resilient and empathetic approach to help customers achieve the best results: first time, every time. You’ll arrange for meters to be installed and solve billing issues with strong investigative skills. This is a full-time role (37 hours) Monday to Friday, 9:00 to 17:30.
You’ll support other areas of the Wholesale Service Desk. Our team helps solve problems for customers with water supply issues, from no water or low pressure to taste or smell concerns. If you can’t solve it first-hand, you’ll liaise with field-based technicians to restore the customer’s water supply.
As someone who takes responsibility for achieving the best possible results, you can increase your earnings by up to £1,800 per annum through meeting personal objectives and helping us achieve high customer satisfaction scores. There are opportunities for recognition and participation in social and wellbeing events within a busy, collaborative team.
Responsibilities
* Making and receiving telephone calls from customers regarding Meter fitting, including operational and billing inquiries
* Responding to customer emails regarding Metering
* Booking appointments on ‘Wallboard’ for Metering surveyors
* Ensuring network interruptions are known and shared with the business; providing customer updates via website and telephone; prioritising and allocating field work
* Resolving customer concerns about water supply via email or telephone
* Updating customer accounts after each contact to maintain accurate records
* Following investigations or works, updating customers to ensure high service standards
* Maintaining up-to-date knowledge and skills using available tools and resources to deliver the best customer service
What you'll need
* Training will be at Snodland office; able to attend the office 5 days a week for the first 3 weeks for induction
* After induction, attend the office a minimum of 2 days per week
* Adequate internet connection if required to work from home
* Ability to communicate positively in a busy environment; able to make quick decisions and multitask
* Typically 4 GCSEs including Maths and English; NVQ Level 2 or above in Customer Service/Business Administration desirable
* Strong computer skills with the ability to work across multiple systems; excellent written and verbal communication and customer service skills
* Strong customer service focus with a determination to resolve issues
Equal Opportunity & Culture
We know the communities we serve are diverse. We recognise creativity comes from diversity, not similarity, and we are enthusiastic about inclusion across age, race, gender, ethnicity, religion, and identity. We are committed to equal opportunities and fair treatment for all through recruitment, employment, and career progression with South East Water.
Benefits package
* Excellent Stakeholder pension scheme, up to 10% employer contribution
* 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service
* Flexible annual leave policy to buy or sell holiday leave
* Paid volunteering days
* Cycle to work scheme
* Health cash plan
* Life assurance
* Wellbeing related benefits
What can you expect from your recruitment?
* To apply for this position, please submit your CV on our careers website
* You must have the legal right to work in the UK at start of employment
* Background, identity, and employment referencing checks will be required
Compensation
£24,810.59 per annum + £1,800 potential incentive on completion of probation period (6 months)
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