Customer Service Specialist

At
South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net‑zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #Just Add Water .

Are you a customer‑focused individual looking to progress your career with a company that prides itself on its people?

We currently have a fantastic opportunity available for a Customer Service Specialist to join our team based in Bournemouth
. You will join us on a full‑time, permanent basis
, and in return, you will receive a competitive salary of £27,010 per annum plus a range of excellent company benefits + rewards.

In this role you will be working as part of the CARE team in a rewarding and fast‑paced customer service environment. On a day‑to‑day basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customers' queries quickly and efficiently.

• Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
• Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances. This will include identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice.
• You will have an empathetic manner, excellent communication skills and the ability to build rapport. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing. Complete customer service (Res‑Ex) related calls. Work on and contact customers with previously occupied accounts.
• Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non‑payment.
• Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have.
• Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience.
• Work will involve incoming and outbound telephone contacts, written correspondence, non‑contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system.
• Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager.
• Ensure individual performance targets and agreed objectives are achieved and maintained.

• Customer service experience
• Experience or knowledge of debt collection practises
• Excellent communication skills
• Communicates confidence through positive language making own decisions (where necessary) via the telephone
• Confident with using IT systems
• Friendly and socially confident, with a willingness to engage with others
• Confidence to direct and manage a call through to resolution
• Forward thinker who shows initiative and takes ownership
• A positive and enthusiastic attitude, embracing the challenges this job entails
• A strong work ethic to achieve our team goals

• At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer…