Customer Advisor Advanced

Are you passionate about making a positive impact on people’s lives? Do you excel in communication and negotiation? If so, we have the perfect role for you!

Role Details:

• Job Title: Customer Service Advisor - Billing
• Location: Mere Business Park, Lingley Green Ave, Great Sankey, Lingley WA5 3LP
• Contract: 12-month temporary assignment with potential to become permanent
• Hourly Pay Rate: £12.77 per hour
• Training: Full training provided, Monday to Friday, 9am - 5pm for 8 weeks
• Working Hours: 4-week rolling rota, 37 hours per week

Role Responsibilities:

We are seeking enthusiastic individuals to provide friendly customer service through various channels, including phone, web-chat, email, or written correspondence. To succeed in this role, you must prioritise your workload, react quickly, and work accurately, all while maintaining integrity, sensitivity, and empathy.

• Deliver the highest levels of customer satisfaction and service at each interaction.
• Manage customer contacts from receipt to resolution, ensuring all promised actions are completed and customers are kept informed.
• Gather customer data to ensure records are complete.
• Investigate and resolve customer queries to their satisfaction.
• Discuss payment method options with customers.
• Aim for telephone resolution.
• Escalate accounts to Team Leaders when necessary to ensure the best outcome for the customer.
• Handle complex back-office tasks such as splits and mergers, refunds, surface water queries, high measured bills, and new builds.
• Proactively contact customers based on their interactions and feedback on automated systems.

Rota Option 1 - Standard:

• Week 1: Mon - Fri 9-5
• Week 2: Mon - Fri 10-6 + Sat 8-4 (including rest day)
• Week 3: Mon - Fri 12-8
• Week 4: Mon - Fri 8-4

Rota Option 2 - Shorter Fri & Sat:

• Week 1: Mon - Thu 8-5, Fri 8-12
• Week 2: Mon - Fri 9-6 + Sat 10-2 (including rest day)
• Week 3: Mon - Thu 9-6, Fri 9-1
• Week 4: Mon - Fri 11-8 + Sat 11-3 (including rest day)

Join us and be part of a team that values customer satisfaction and service excellence!