*About The Role
Customer Advisor – Extra Care Team (Financial)
Working Hours - Part Time - 18 to 25 hours per week
Contract type - Permanent
Location: Trinity House - Lowestoft , Suffolk
Salary: Up to £29,000 depending on experience (Pro rata)*
*About The Role*
We understand life's ups and downs can mean sometimes additional financial support is needed and here at Essex and Suffolk Water we provide affordable bills and additional support to our customers when they need it.
The successful candidate will have previous experience in customer service and be passionate about helping our vulnerable customers in a professional, bespoke, and caring manner.
The role requires you to have the skills and ability to identify customer's additional needs by listening and using questioning techniques to understand circumstances and trigger points to ensure our additional support is matched perfectly to the customers need. A holistic service must be given, providing all our additional support in one contact from financial support to additional needs support. Promotion of our additional support to stakeholders is another part of this role.
You will need to use your own initiative to resolve customer enquiries providing a tailored service when our customers need it most. This will cover inbound, outbound calls and written responses. The hours of work will range from 8am until 6pm so flexibility in working hours is key.
*About You*
You'll have a real passion to do the right thing for our customers and be able to demonstrate you have proven experience of giving great customer service, whilst always demonstrating empathy and compassion.
We are looking for you to have an Excellent telephone manner, highlighting listening and empathy skills. We would also need you to have letter writing skills to provide tailored and personalised responses in easy, clear to understand language. A good knowledge of external support services such as Step Change, MIND, Age UK would be an advantage.
To be successful in the role we would need you to be competent in the use of Microsoft Word and also have experience in the use of CC&B to complete billing updates.
In addition, you will need to have previous experience in demonstrating empathy and understanding whilst discussing customers sensitive, personal circumstances and outstanding arrears. Displaying an understanding of customer's circumstances to highlight options to reduce their bills by considering all options such as metering, water efficiency and alternative tariffs. We need the successful candidate to think outside the box to offer alternative solutions to our customer to suit their needs.
You'll be self-motivated with a clear customer focused approach to problem resolution and excellent attention to detail. Your ability to work independently as well as part of a team and your approachable attitude means we would love to hear from you.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
*About Us*
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.
We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
*NWG At a Glance:*
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
*Our Benefits*
We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:
* Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays.
* Company pension scheme, where we'll double match your contributions up to an employer contribution of 11%.
* Free access to local attractions.
* A fantastic discount scheme, with savings on days out, shopping, travel and more.
* Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
* Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
* Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.
This role has also been defined as a safety or security critical role and as a condition of a formal offer of employment you'll be required to undergo a drug and alcohol test.
Prospective employees and agency workers in defined safety and security critical roles will be required to undertake a drug and alcohol test after the job offer has been made. This will be prior to or within four weeks of their start date.
Prospective employees and agency workers who fail a pre-employment urine drug screen will have their sample analysed by the Company appointed laboratory as a matter of course. Failing a pre-employment drugs or alcohol test may lead to the job offer being revoked
*About Us*
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.