Customer Care Advisor - Lancaster, United Kingdom - Bristol Water

Bristol Water
Bristol Water
Verified Company
Lancaster, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Full time
Description

Are you passionate about customers and want to deliver a good service? We have a 12-month fixed term contract for a full time position to join the Customer Care Advisor team at Bristol Water.


What will you be doing?


This role is part of the Customer Care team who respond to customer enquiries and complaints ensuring a satisfactory resolution wherever possible.

The Customer Care Team track all customer raised jobs, ensuring SLAs are achieved and where not, proactively updating our customers to keep them informed and prevent complaints.

The team also play a big part in supporting our vulnerable customers and ensuring we can respond to their needs as required.


Day to day you'll

  • Respond to customer enquiries and complaints via various channels ensuring complaints are recorded and responded to in line with the CC Water and C-MeX guidance and challenge anyone not following process.
  • Keep the customer informed at all stages of the investigation into their query or complaint.
  • Record all activity to comply with regulation set by OFWAT.
  • Use proactive communications to keep customers informed of any changes to their water supply.
  • Collect and analyse all closed complaints and prepare information to share with the senior management team on how to reduce volumes or repeat complaints going forward.
  • Track all customer raised jobs, ensure SLAs are achieved and where not proactively update the customers.
  • Answer incoming contacts to Operational Customer Services when needed in line with CMeX guidance.
  • Assist the Contact Centre Manager in preparation for 6 monthly audit.
  • Support other areas of the Customer Hub where required.

What we're looking for...

  • Customer Service skills
  • Communication skills (written and verbal)
  • Accuracy and attention to detail
  • Computer literate, ideally experience using SAP or similar
  • Problem solving


Above all, you will need to demonstrate our competencies and core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.


What's in it for you?
As well as a great opportunity to develop your career, the role offers:

  • 5% bonus
  • 23 days holiday, plus bank holidays
  • Pension: We put in 8% if you put in 4%
  • Flexible, supportive friendly working environment
  • Access to flexible benefits and discounts via our portal
  • Opportunity for some home working
  • Free onsite parking when you're in the office
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