Customer Service Advisor

Recruiter
Severn Trent Water
Location
Warwickshire
Salary
17650.39 GBP Annual
Posted
06 Aug 2017
Closes
03 Sep 2017
Contract Type
Permanent

Role objective
As a Customer Advisor in the Credit Management team your role will involve a combination of taking inbound calls to answer customer queries, and making outbound calls to obtain outstanding payments. You will be talking with our customers and setting up affordable and sustainable payment plans. You will use your listening and questioning skills to gain an understanding of their individual circumstances to negotiate and agree the best course of action, recognising when your customer may require further financial support through one of our Payment Assistance Schemes. You will also handle other customer queries and carry out regular reviews to make sure their payment arrangements are still suitable.

Key accountabilities
You will: * Negotiate with customers to agree payment, including setting up affordable and sustainable payment plans. * Recognising customers in financial difficulty or vulnerable situations and where appropriate discussing the relevant Payment Assistance Schemes. * Work with customers who have County Court Claims and Judgments. * Deliver a 5/5 customer service to every customer, every time. * Respond to both written and verbal queries by telephone, letter, email and SMS. * Ensure that the required Data Protection checks are carried out during every call * Help customers identify the most appropriate resolution to their query at first point of contact. * Liaise with other STW teams to deliver outstanding customer service. * Take accountability and ownership to resolve customer queries. * Update customer accounts. * Work within and support other members of the team. * Work to various performance targets including quality, productivity, accuracy and customer satisfaction. * Work in a department that covers a working window of 7am to 10pm Monday to Saturdays including bank holidays. These hours are based on a three week rolling rota where you can currently expect to work 5 late shifts (11:30 or 12:00 till 8:00pm) over a 3 week period. You will also work one Saturday in every three weeks, with a day off in the preceding week to the Saturday, to compensate.

Experience
In order to succeed in this role it is expected that you will have: * Experience working in a credit environment. * Experience working in a customer service environment. * Experience of working to challenging targets. * Track record of delivering great customer service, sometimes in difficult circumstances. * Experience of working and supporting others in a team environment working towards common goals * IT skills - able to use MS Word and Excel in a working environment.

Capabilities
* Demonstrate self-control and react positively when working in difficult situations and a high pressured environment. * Ability to listen effectively and gather all relevant information by questioning, probing and empathising. * Identifies issues, generates workable solutions, makes rational judgements * Demonstrate attention to detail, able to spot inaccurate information and inconsistencies. * Can remain patient, calm and self-controlled * A positive and empathetic approach to resolving customer queries * 'Right first time' attitude - focusing on quality of work. * Passionate about, and motivated to, delivering a world class customer experience. * Able to use initiative and creativity to achieve the best outcome for our customers. * Be forward thinking always looking for ways of improving how and what we do * Excellent verbal and written communication. * The ability to work well in a team, sharing knowledge, being supportive and team spirited. * Flexible and able to respond to changing business needs. * Builds rapport and establishes good relationships. * Good keyboard skills, good standard of grammar and spelling. Be forward thinking always looking for ways of improving how and what we do. * Be Health and Safety conscious

Qualifications
Essential * 5 GCSE's or equivalent at grade C or above including English and Maths

Additional information
*We pride ourselves on our outstanding employee engagement scores and our Reward & Recognition reps work hard keeping morale high with ongoing competitions, games and incentives. *Opportunity to gain Institute of Customer Service qualification on First Impressions. * 25 days holiday * Life assurance, pension with a company contribution rate of twice your personal contribution rate up to a maximum of 15%. * Annual bonus scheme of up to 10% rewarded on a combination of personal and company performance. * Share save scheme * Flexible benefits from buying and selling holidays to discounted retail vouchers at competitive rates. * Following successful completion of your probationary period after 7 -9months, you can expect to receive an increase in your salary to GBP19,239.24

Apply
If this sounds like an ideal opportunity for you, then we'd like to hear from you. We have a two-stage recruitment process. The first stage will take place from week commencing 7th August, where we'll talk you through the details of the role, shifts, salary and training in more detail. If you're successful, we'll invite you to the second stage which is an assessment taking place week commencing 28th August. We have two start dates for this role, 2nd and 23rd October. So, what are you waiting for? Get in contact with us today.