Summary
Are you a highly motivated and persistent person? Do you always follow through on your promises? If so, this could be the opportunity for you… This is your chance to be a Technical Advisor where you will bring a resilient and empathetic approach, quick decision‑making and problem‑solving abilities to help achieve the best results for customers: first time, every time. Customers contact us when experiencing urgent water‑supply issues. In this role you may be helping customers with no water, low pressure or other supply problems inside and outside our usual office hours. You will listen calmly, resolve problems or coordinate with field teams, using attention to detail and customer focus to take ownership and guide customers to the best possible outcome.
Working Hours and Pay
Full‑time: 37 hours over 5 days from 6 am to 2:30 pm (includes some weekends and bank holidays on a 5‑week shift pattern). Rotas are available in advance to help plan. In recognition of the shift, you receive a 10% uplift on your salary. Annual compensation: £25,948.86.
Main Responsibilities
- Assess issues with customer water supply to prioritise and allocate work to field teams.
- Ensure network interruptions are known and shared with the rest of the business and provide customer updates via the website and telephone.
- Help resolve customer concerns via email or telephone about their water supply.
- Keep customer accounts updated following each contact to ensure comprehensive and accurate records.
- Once investigations or works are completed, keep in touch with customers to confirm a one‑to‑one service has been provided.
- Maintain and update knowledge and skills by using available tools, resources and information.
- Build relationships with peers and colleagues to enhance teamwork, resolve customer problems and ensure successful productivity.
- Attend and contribute to team meetings with peers and colleagues.
Required Skills, Qualifications and Experience
- Achieved GCSE Maths and English at Grade 4/C (or equivalent).
- Communicate positively in an extremely busy working environment.
- Make decisions quickly and multitask.
- Strong computer skills and the ability to flex between a high number of different systems.
- Excellent written and verbal communication.
- Strong customer‑service focus with determination to resolve customer issues.
Bonus Qualifications
- A NVQ qualification Level 2 or above in Customer Service/Business Administration is desirable.
- Previous contact‑centre experience is welcomed but not essential.
Diversity and Inclusion
We know the communities we serve are diverse. We recognise creativity comes from diversity, not similarity. That’s why we are enthusiastic about creating inclusion across age, race, gender, ethnicity, religion and identity. You will experience our dedication to equal opportunities and fair treatment for all through your recruitment, employment and career progression with South East Water.
Employment Requirements
It is necessary for you to have the legal right to work in the UK when you begin employment with South East Water. Additionally, as part of the employment offer, you will need to pass background, identity and employment referencing checks.
Benefits Package
- Excellent stakeholder pension scheme, up to 10% employer contribution.
- 5 weeks holiday plus bank holidays per annum, increasing to 6 weeks with length of service.
- Flexible annual leave policy to buy or sell holiday leave.
- Paid volunteering days.
- Cycle‑to‑work scheme.
- Health cash plan.
- Life assurance.
- Well‑being related benefits.
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