Are you looking to change your career? Wanting to join somewhere, where you’ll get a career, not just a job? Well, you have come to the right place, as we’re looking for people to help us make a big drop in our ocean. And we need people to help us make our vision a reality.
So, don’t worry if you haven’t worked in the water industry before, we’re just looking for people who want to be the difference for our customers joining as a Customer Advisor (Digital Operations team).
EVERYTHING YOU NEED TO KNOW
Our customers are our priority - we’ve done away with traditional departments and ‘computer says no’ mentality to make sure we’re there to support our customer’s and answer their every question. We provide exceptional service, with a goal to deliver outrageously good customer service.
This role will be based in our contact centre at Severn Trent Centre, Coventry. You’ll be office based, working 37 hours per week covering our operating window of Monday to Friday 8am – 8pm and Saturday and Sunday 9am – 5pm. Within this window you will have a 5-week rotating pattern that will only see you work 1 weekend in 5.
WHAT YOU’LL BRING TO THE ROLE
* You’ll chat to customers predominantly through our WhatsApp and social platforms but then also Trustpilot and emails. To find the best and speediest resolution for our customers though, sometimes you will need to proactively call customers as well.
* Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends. They’re an enthusiastic, determined, curious crew who love making waves in the water industry who share our mission to humanise customer experiences to make them amazingly brilliant.
* There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. But don’t worry, we’ll help you build your knowledge and be committed to your development.
THE ROLE OF A CUSTOMER ADVISOR (Digi Ops)
* Talking to our customers via WhatsApp, email and digital channels, resolving their queries and perhaps engaging with other suppliers too. You’ll also talk to our customers over the phone when required too.
* Taking full responsibility for all issues that you come across, you’ll be delivering end to end customer service.
* Every day, you’ll be tasked with bringing about solutions while keeping up with rapid fire change as we grow.
* You’ll be a team player – nobody wins unless we all win.
* Ability to think on your feet in a fast-paced environment.
* Confidence to be empowered and make your own decisions.
* If something is getting in the way of us delivering great customer service, you need to help us change it.
* Committed to owning customer queries end to end with no hand off to another department.
WHAT’S IN IT FOR YOU
* A salary of £25,396.88, with a company pay increase each year.
* 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year).
* Annual bonus scheme (of up to £1,500 per annum based on company performance).
* Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%).
* Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate.
* Dedicated training and development with our ‘Academy’.
* Electric vehicle scheme and retail offers.
* Family friendly policies (including, a year off fully paid maternity and adoption leave).
* Two volunteering days per year.
WHAT’S NEXT
We can't wait to hear from you. Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.
For this role we will be holding our first ‘Getting To Know You Day’ on the 8th October and looking for successful applicants to start date on the 4th November.
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