Extra Care Specialist

Extra Care Specialist

As an Extra Care Specialist, you will play a vital role in maintaining our commitment to exceptional customer service. You'll be responsible for assisting customers who require extra help, addressing their inquiries promptly and efficiently. This role involves collaborating with colleagues across the organization, delivering high-quality service through various channels, and identifying and supporting customers in financial hardship or needing priority services.

Compensation and Benefits:

• Excellent pay rate: £24,500 per annum dependant on experience
• Group personal pension plan with up to 10% employer contribution
• Life assurance.
• Financial education, savings, and loans support
• Cycle to Work Scheme
• Generous annual leave: 25 days per year
• Simply Health healthcare cashback scheme and access to Surgical Choices
• Service and MOT discounts at our on-site garage
• "Give a Day" initiative: One paid day per year to volunteer in the community

Responsibilities include:

• Providing a first-class service to customers requiring extra help, resolving all possible inquiries on the first contact.
• Collaborating with colleagues across all levels of the business to ensure successful service delivery.
• Delivering high-quality performance through various communication channels, including telephony, email, and live chat.
• Identifying and providing support to customers in financial hardship or requiring priority services using available tools and mechanisms.
• Engaging with a range of customer scenarios daily, with a focus on customer satisfaction and complaint prevention and resolution.
• Identifying customers in financial hardship and need of specialist or priority services.
• Participating in ongoing training to improve skills and knowledge and to support all types of customers requiring Extra Care.
• Actively sharing best practices with colleagues and promoting an innovative and continuous improvement culture.
• Providing support to our Complaints Team during peak demand periods.

This position is based in an office contact-centre environment, and employees will work on a shift pattern within operational opening hours.

You will have:

• Minimum grade C in GCSE Mathematics and English Language, or equivalent.

• Contact Centre and operational awareness of systems, processes, and procedures.
• Knowledge of customer services and customer support activities within a Water or Utility background, including debt collection processes and procedures.

• Customer service experience in any form.

• Strong listening, written, and verbal communication skills.
• Strong prioritization skills and the ability to manage your workload.
• Ability to make effective decisions within established procedures.

• Passion for succession and mentoring others.

• E-literacy and competency in using a PC and associated networks and systems, including Microsoft Word, Excel, and Outlook.

SES Water is a local water company dedicated to providing high-quality water and exceptional service to our customers. With a rich history of serving the communities in the Southeast of England, we are committed to delivering a reliable and sustainable water supply, ensuring that our customers have access to safe and clean water every day.

A forward-thinking utility company, we are driven by innovation and environmental responsibility. We continuously invest in cutting-edge technologies and sustainable practices to protect and preserve our precious water resources while meeting the evolving needs of our customers.

We pride ourselves on our unwavering commitment to delivering excellence, integrity, and collaboration in all that we do. Our dedicated team works tirelessly to ensure that the water we provide is not just a vital resource but a symbol of trust, reliability, and care.

Join us in our journey to make a positive impact on the lives of those we serve and the environment we cherish. Together, we are shaping a sustainable future, one drop at a time.

At SES Water, we celebrate the diverse perspectives and experiences of our colleagues, recognizing that our differences make us a stronger team. We encourage candidates to bring their authentic selves to work and share their lived experiences, helping us better serve our communities now and in the future.

If you require any support during the recruitment process, please contact us.