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)
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.
Responsibilities
* Identify customers’ additional needs by listening and using questioning techniques to understand circumstances and trigger points, ensuring our additional support is matched to the customer’s needs. Provide a holistic service from financial support to additional needs support in one contact.
* Promote our additional support to stakeholders as part of the role.
* 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.
* Work hours will range from 8am until 6pm, so flexibility in working hours is key.
About You / Qualifications
* Real passion to do the right thing for customers and demonstrable experience of delivering excellent customer service with empathy and compassion.
* Excellent telephone manner with strong listening and empathy skills. Letter writing skills to provide tailored, clear, and easy-to-understand responses.
* Knowledge of external support services (e.g., Step Change, MIND, Age UK) would be advantageous.
* Competent in the use of Microsoft Word and experience using CC&B to complete billing updates.
* Experience discussing customers’ sensitive, personal circumstances and outstanding arrears, with ability to highlight options to reduce bills (metering, water efficiency, alternative tariffs).
* Self-motivated with a clear customer-focused approach to problem resolution, with the ability to work independently or as part of a team and maintain excellent attention to detail.
* Ability to think creatively to offer alternative solutions that fit customer needs.
* A positive, flexible attitude and commitment to diversity and inclusion in the workplace.
* DBS check is required prior to employment.
* This role is safety/security critical and may require a drug and alcohol test after an offer of employment (pre-employment screening where applicable).
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 strive to be a great place to work, value diversity, inclusion and equity, and are committed to delivering great service with our customers at the heart of everything we do.
Benefits
* Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. Option to buy or sell holidays.
* Company pension scheme with employer contributions up to 11% (double matched).
* Free access to local attractions.
* Discount scheme on days out, shopping, travel and more.
* Award-winning wellbeing support, including access to a digital GP service for you and your family members.
* Support with sustainable travel – salary sacrifice cars and cycle to work scheme.
* Financial wellbeing support – access to savings, financial education and low-cost loans; 4 x Life Assurance and an Income Protection Scheme.
* Development opportunities and potential support for qualifications and professional subscriptions.
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 is made, prior to or within four weeks of start date.
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