Customer Service Agent

At Water Plus we’re a down to earth, straightforward lot, with a passion for driving high quality customer service and making a difference in our communities. It’s an exciting time to join our business and work in the new water retail market!

What’s in it for you:

· Salary £21,255.00 per annum

· 33 days of holiday, plus, your birthday each year as a treat on us!

· Option to buy & sell holidays each year

· Pension scheme with up to 6% employer contributions

· Employee health plan & substantial pay if you do become unwell

· Employee Assistance Programme

· Discounts from up to 350 top brands, to say thank you for working for Water Plus

· Refer a friend scheme

· Star awards recognition scheme – we recognise our star performers each month, every quarter, and every year!

· Professional & personal learning & growth through our Water Plus academy

We are looking to recruit for Customer Service Agents, so if you are a great communicator, love helping people solve problems and believe in getting it right first time, then please drop us a line! We want to hear a bit more about you, and for you to find out some more about us, and decide if you think you could be who we are looking for to fill one of our Customer Service roles.

Our existing customers range from small, independent business, to some of the biggest names in the UK.

You’ll be a clear and confident communicator, and you’ll aim to provide a best-in-class telephony/online digital service offering to our business customers delivering ‘Right First Time’ approach and great customer outcomes in line with our company values, with absolutely no telesales in these roles!

We believe in developing & supporting our colleagues, and we have a brand new, making a difference training programme, which has been accredited by the Institute of Customer service, and you'll gain a recognised qualification through your training.

Overall Purpose of the Job:

· To provide a best-in-class service to our business customers delivering ‘Right First Time’ approach and great customer outcomes in line with our company values.

· To hold good quality conversations with our customers, across a variety of platforms ensuring the customer is at the heart of every action taken.

· To ensure all enquiries are handled in an efficient and customer focused way, providing the customer with a friendly and professional service and accurately recording content of all customer interactions for future reference on their account.

· To deliver on agreed departmental objectives including billing and collections.

The Company:

We are a water retailer, you can see on our website what that means, but the short version is, when parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer, and that’s where we were formed, as a joint venture between United Utilities and Severn Trent, and we went live in April 2017!

Our goal is to be the number one water retailer of choice, and we all work together to achieve our goal.

We don’t believe in business as usual: because in every area we push to improve what we do – and we have lots of fun along the way!

We have a modern building, including free parking on-site, electric car charging, and you can even top up your car tyre pressure for free. You’ll have access to an on-site restaurant, bike storage area and showers – plus discounted gym membership to the very near Athletic Club. We’re based across 3 floors in Stoke-on-Trent at Riverside Park, not far from the M6. It’s also a short walk from the main train station – or a very quick bus journey from there too, with regular buses for across the city.

And, we have been awarded the Healthworks Gold award for wellbeing at work, for how we approach looking after our colleagues. You can also find out more about our business and working for us on social media on the hashtag #WorkingAtWaterPlus and #WaterPlusUK – follow the hashtags to see more!

Also, we're passionate about our community and want to make a difference to deprived families and support young people and the unemployed into work.

Our great people do a lot of charity work and fundraising – raising over £30,000, since we started our business, for good causes from supporting families and children with illnesses (The Donna Louise), to Children in Need, Red Nose fundraising and helping support homeless people in the Stoke area (The Macari Centre).

We offer all our people the opportunity to get involved through our community activities and fundraising events for our chosen charities.

Apply if:

· You've got a passion for people

· You like to get it right first time

· You’ve got a GCSE in English of Grade C or above

· You know your way around Microsoft Office, among other systems

· You can really get on board with our values. They’re all important, and they enable us to deliver to our customers

We love our people and look after them well. We want to do even better though, so, if f there's something that's important to you but missing here, let us know, and we can consider your suggestions. Your voice won’t be a drop in the ocean!

If you like what you see and you think that we’ll like you too, then send us your CV, and if you really want to stand out, send us a cover letter to tell us why you want to come on board at Water Plus.

Job Types: Full-time, Permanent

Salary: £21,255.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Cycle to work scheme
• Health & wellbeing programme
• On-site parking
• Referral programme
• Sick pay

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Stoke-on-Trent, ST4 4DA: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Application deadline: 21/08/2023