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For Companies At a Glance
- Tasks: Deliver exceptional customer experiences in a dynamic, supportive environment.
- Company: Join Leep Utilities, a forward-thinking company focused on customer satisfaction and employee growth.
- Benefits: Enjoy 25 days holiday, a bonus scheme, and health cash plans.
- Why this job: Make a real difference while working with a collaborative team that values your input.
- Qualifications: Customer-focused with strong communication skills; experience in collections is a plus.
- Other info: Hybrid working options available; we celebrate diversity and promote equality.
The predicted salary is between 19200 - 24000 £ per year.
Department: Customer Operations
Reports to: Team Leader (Water)
Location: Manchester, Office Based (Hybrid)
Salary: up to £24K DOE
The Opportunity
This role is responsible for the end-to-end delivery of exceptional customer experiences for our regulated fresh and wastewater customers. You’ll be dedicated to, and passionate about, providing support to customers from the moment they onboard with us, right up until they leave. We’ve invested heavily in ensuring that you will have the best possible tools to be able to deliver in this role.
Key Responsibilities
- Own your patch: Take ownership of a dedicated customer patch and deliver great results from start to finish, undertaking key billing, customer service, and collections activities on your allocated customer accounts. Communicate with customers directly via phone (inbound and outbound) and email using our new multi-channel tech.
- Deliver great outcomes: Manage key account functions including movers, complaints, payment plans, and ticket logging and be passionate about delighting your customers.
- Be the customer champion: Identify and apply any support services for customers, including PSR, charity referrals, WaterSure, and social tariffs.
- Nail the basics: Perform account cleansing through exception report management and manage administrative duties relating to payments, asset failures, and affordability checks.
- Hit agreed satisfaction targets: Deliver exceptional service in line with customer satisfaction OKRs, working as part of a wider team to improve overall customer satisfaction.
- Own the issue and its resolution: Investigate complex customer queries and provide clear resolutions for customers.
About You
- Experienced: Knowing your way around outbound collections is desirable.
- Customer-focused: A strong commitment to delivering excellent service.
- Great comms: You’ll have exceptional communication skills to ensure customers are kept informed.
- Team player: You’ll love being part of a collaborative team and someone who works well with others.
- Initiative-taking: A demonstrable passion about driving improvements and achieving results.
- Open-minded: You’ll be receptive to change and keen to embrace new processes and technologies.
If you’re looking for a role where you can make a real difference to our customers while being part of an innovative and supportive team, we’d love to hear from you!
Your Development and Benefits
At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.
Our benefits include:
- Salary which aligns to your experience and skillset
- 25 days paid holiday + bank holidays
- An additional day off to celebrate your birthday
- Annual discretionary bonus
- Company pension plan
- Health Cash plan through Westfield Health
- Option to purchase additional holiday days through our Holiday Buying Scheme
- Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
- Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do: Safety, Customer, Promise, Accountability, Reliability, Respect, Flexibility
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
Customer Service Representatitve Customer Operations · Salford · employer: Leep Utilities
Contact Detail:
Leep Utilities Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representatitve Customer Operations · Salford ·
✨Tip Number 1
Familiarise yourself with the company's values and mission. Understanding what Leep Utilities stands for will help you align your responses during interviews, showcasing that you're not just a fit for the role but also for the company culture.
✨Tip Number 2
Brush up on your communication skills. Since the role involves direct interaction with customers via phone and email, practice articulating your thoughts clearly and concisely. Role-playing common customer scenarios can be particularly helpful.
✨Tip Number 3
Research common customer service challenges in the utilities sector. Being knowledgeable about issues like billing disputes or service interruptions will allow you to demonstrate your proactive approach to problem-solving during the interview.
✨Tip Number 4
Showcase your teamwork skills. Prepare examples of how you've successfully collaborated with others in previous roles. This will highlight your ability to work well within a team, which is crucial for this position.
We think you need these skills to ace Customer Service Representatitve Customer Operations · Salford ·
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the role of a Customer Service Representative.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service, particularly in areas like outbound collections and communication skills. Use bullet points for clarity and focus on achievements that demonstrate your ability to deliver exceptional customer experiences.
Write a Strong Cover Letter: In your cover letter, express your passion for customer service and your commitment to delivering excellent results. Mention specific examples from your past experiences that showcase your problem-solving skills and ability to work collaboratively within a team.
Proofread Your Application: Before submitting your application, take the time to proofread it for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at Leep Utilities
✨Show Your Customer Focus
Make sure to highlight your commitment to delivering excellent customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this role is all about providing exceptional support.
✨Demonstrate Communication Skills
Since the role involves direct communication with customers via phone and email, practice articulating your thoughts clearly. Be prepared to discuss how you handle difficult conversations and ensure that customers feel heard and valued.
✨Emphasise Team Collaboration
This position requires working closely with a team, so be ready to discuss your experience in collaborative environments. Share instances where you contributed to team goals or helped a colleague, showcasing your ability to work well with others.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle complex customer queries. Think of examples where you successfully resolved issues and be ready to explain your thought process. This will demonstrate your initiative-taking and problem-solving skills.
