At a Glance
- Tasks: Deliver amazing customer experiences through engaging conversations and digital interactions.
- Company: Join Leep Utilities, shaping the future of sustainable infrastructure in the UK.
- Benefits: Competitive salary, birthday off, discretionary bonus, and health cash plan.
- Other info: Dynamic environment with strong support for personal development and career growth.
- Why this job: Be part of a team transforming communities while developing your skills.
- Qualifications: Customer-focused attitude and ability to manage your workload efficiently.
The predicted salary is between 35000 - 35000 £ per year.
At Leep Utilities, we’re not just providing essential services like water, electricity and heat. We’re shaping the future of sustainable infrastructure across the UK. We work with leading developers to provide sustainable and quality utility services to our partnered communities, playing a key role in innovative projects that are transforming the way people live and work.
Department: Customer Operations
Reports to: Water Customer Service Leader
Salary: up to £24,720 DOE
Location: Manchester
The Opportunity
Our Customer Service Representative plays a key role in delivering amazing customer experiences through engaging, quality conversations using a combination of inbound & outbound calls and digital interactions. This role is dedicated to our regulated fresh and wastewater customers from the moment they onboard with us, right up until they leave – and everything in between!
You’ll be working in a fast‑paced environment where change is embraced and we work together, sharing best practice to achieve our objectives & targets whilst living our company values.
Key Responsibilities
- Understand and deliver against required objectives and targets delivering amazing customer experiences.
- Responsible for the completion of all documented processes supporting our customers and completing key activities such as move in & out, billing, customer service, live incidents, collections and complaints.
- Handling inbound calls & digital communications from our customers and working an outbound dialer to contact customers for delivery against objectives such as payment collection and debt prevention activities.
- Proactively identify and apply additional support services such as Priority Service Register, WaterSure and Social Tariffs.
- Take ownership of complex queries delivering clear resolutions in a timely manner for our customers.
- Deliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and payments.
- Make the most of our multi‑channel technology and defined guides to deliver engaging, concise and clear communications both verbally and in writing to remain compliant in all interactions with our customers.
- Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company.
- Positively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives and your personal development.
- Beyond the core responsibilities of the role, deliver any additional requirements to support the end‑to‑end customer experience, department objectives and direct customer contact.
About You
- Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships.
- Efficient, self‑motivated and able to manage your own workload with flexibility to support all requirements of the role.
- Able to build strong working relationships with colleagues and motivate others in your team.
- Resilient and responsive to change with a natural ability to react to and resolve issues through a solution‑based approach.
- Experience of working in a fast‑paced, customer focused environment, although working in a Contact Centre would be advantageous, it is not essential – we are looking for colleagues who love helping customers.
- Computer literacy is essential whilst collections experience is desirable.
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
- Salary which aligns to your experience and skillset.
- An additional day off to celebrate your birthday.
- 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 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.
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 Representative in Stretford employer: Leep Utilities
Leep Utilities is an exceptional employer that prioritises the growth and well-being of its employees, offering a supportive and collaborative work culture in Manchester. With a comprehensive benefits package including 25 days of paid holiday, professional development opportunities, and a focus on employee engagement, we ensure that our team members thrive both personally and professionally. Join us to be part of a forward-thinking company that values safety, accountability, and respect while providing a dynamic environment for project coordination.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Stretford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leep Utilities. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leep Utilities before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative in Stretford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leep Utilities:Your cover letter is your chance to shine! Tell us why you want to work at Leep Utilities specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leep Utilities!
How to prepare for a job interview at Leep Utilities
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
