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, JustAddWater. Are you an experienced customer service professional with a proven track record of delivering solutions that exceed expectations? We currently have a fantastic opportunity available for an experienced Customer Service Specialist to join our close-knit team based on-site at our office in Bournemouth. You will join us on a full-time, permanent basis, and in return, you will receive a competitive starting salary of £25,946 per annum plus a range of excellent company benefits rewards. About the role: In this role you will be working in a rewarding customer service environment. On a day-today 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 customer’s queries quickly and efficiently. What you’ll be doing: Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution. Show initiative in offering a bespoke service 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. 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. What we are looking for: Previous experience within a credit control environment with knowledge of credit control/debt collection processes. A creative approach to problem solving and overcoming challenges. Strong communication and interpersonal skills with the ability to negotiate. A high attention to detail and well organised with a methodical approach to workload. A positive and enthusiastic attitude, embracing the challenges this job entails. Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths. What's in it for you: 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 an excellent range of benefits: 23 days holiday. (Increasing to 27 depending on years’ service) Performance based bonus Competitive Contributory Pension Share-save Scheme Various health benefits Wellbeing support programmes A range of Group Discounts Cycle to Work Scheme Financial support services Flexible working hours Closing Date: Wednesday 25th September 2024 If the role of Customer Service Specialist sounds like the right job for you, please get in touch with us Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process. Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values which are essential to our success are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.