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For Companies At a Glance
- Tasks: Manage customer inquiries and appointments with empathy and precision in a dynamic environment.
- Company: Join a leading infrastructure company dedicated to safeguarding water supply and environmental performance.
- Benefits: Enjoy competitive pay, flexible working options, and a range of employee perks.
- Why this job: Be the vital link between customers and services, making a real difference in their experience.
- Qualifications: Experience in high-volume call centres and strong communication skills are preferred.
- Other info: Great career growth opportunities and a supportive, inclusive workplace culture.
The predicted salary is between 30000 - 42000 £ per year.
About The Role
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our Developer services team. Our developer services team connects water and wastewater services, installs lateral drains, and enables new developments access to vital water and wastewater services.
What will you be doing?
We are seeking a proactive and organised Customer Service Advisor to join our team for a critical 6-month period. This role is essential in managing the surge in customer requirements following the annual billing hike for reactive metering. You’ll serve as the primary link between Welsh Water customers and our field technicians, ensuring that the appointment lifecycle is managed with precision and empathy.
- You’ll handle high-volume booking, rescheduling, and cancelling of reactive metering appointments using internal scheduling systems.
- You’ll handle inbound inquiries and making outbound calls to customers regarding their meter billing, installation timelines, and access requirements.
- You’ll monitor work queues to ensure all appointments are allocated to field teams within agreed Service Level Agreements (SLAs) along with resolving customer disputes or logistical issues related to the billing hike to prevent service delays.
- You’ll maintain meticulous records of customer interactions and updated appointment statuses to support accurate billing reporting.
What you’ll bring
- Do you have previous experience in a high-volume call centre, dispatch, or scheduling environment? This is highly desirable.
- Have you got exceptional verbal and written communication skills with the ability to explain complex billing/metering updates clearly?
- Do you have the ability to quickly learn scheduling software and manage multiple databases (SAP and Salesforce)?
- Are you comfortable handling high call volumes and potential customer frustrations associated with billing increases?
- While not always mandatory, the ability to communicate in Welsh is a significant advantage for this role given the service area.
What’s in it for you?
We offer a range of benefits designed to support your life in and out of work, some of which include:
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend - get rewarded for introducing people to us!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
Customer Service Advisor in Treharris employer: M Group
Contact Detail:
M Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Treharris
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Advisor, you'll need to handle high call volumes and customer frustrations. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team. Don’t wait too long; roles can close quickly!
We think you need these skills to ace Customer Service Advisor in Treharris
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in high-volume call centres and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your exceptional verbal and written communication skills. Use clear examples in your application to show how you've effectively communicated complex information in the past.
Be Proactive and Organised: We’re looking for someone who can manage multiple tasks efficiently. In your application, share instances where you’ve successfully handled scheduling or dispatching in a busy environment. This will show us you’re ready for the fast-paced nature of the role!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way to ensure we receive your details directly. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at M Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Advisor and the specific responsibilities mentioned in the job description. Familiarise yourself with the company’s services, especially around water supply and environmental performance, so you can speak confidently about how you can contribute.
✨Showcase Your Communication Skills
Since this role requires exceptional verbal and written communication skills, prepare examples from your past experiences where you effectively handled customer inquiries or resolved disputes. Practise explaining complex information clearly, as this will be crucial during the interview.
✨Demonstrate Empathy and Problem-Solving
Be ready to discuss how you would handle high-pressure situations, especially when dealing with frustrated customers. Think of scenarios where you successfully managed customer expectations or resolved issues, and share these stories to highlight your proactive and empathetic approach.
✨Familiarise Yourself with Scheduling Software
If you have experience with scheduling systems like SAP or Salesforce, be prepared to talk about it. If not, do a bit of research on these tools and express your willingness to learn quickly. Showing that you’re tech-savvy and adaptable will impress the interviewers.
