Customer Service Specialist
| Posting date: | 04 June 2025 |
|---|---|
| Salary: | £25,946 per year |
| Hours: | Full time |
| Closing date: | 18 June 2025 |
| Location: | Bournemouth |
| Remote working: | On-site only |
| Company: | South West Water |
| Job type: | Permanent |
| Job reference: |
Summary
We currently have a fantastic opportunity available for a Customer Service Specialist to join our team based in Bournemouth. You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £25,946 per annum plus a range of excellent company benefits + rewards.
About the role:
In this role you will be working as part of the CARE team in a rewarding and fast paced customer service environment. On a day-today basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customer’s queries quickly and efficiently.
What you’ll be doing:
Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances. This will include identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice.
You will have an empathetic manner, excellent communication skills and the ability to build rapport. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing. Complete customer service (Res-Ex) related calls. Work on and contact customers with previously occupied accounts.
Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment.
Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have.
Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience.
Work will involve incoming and outbound telephone contacts, written correspondence, non-contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system.
Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager.
Ensure individual performance targets and agreed objectives are achieved and maintained.
What we are looking for:
Customer service experience
Experience or knowledge of debt collection practises
Excellent communication skills
Communicates confidence through positive language making own decisions (where necessary) via the telephone
Confident with using IT systems
Friendly and socially confident, with a willingness to engage with others
Confidence to direct and manage a call through to resolution
Forward thinker who shows initiative and takes ownership
A positive and enthusiastic attitude, embracing the challenges this job entails
A strong work ethic to achieve our team goals
About the role:
In this role you will be working as part of the CARE team in a rewarding and fast paced customer service environment. On a day-today basis you will be the voice of our company by engaging with our customers to discuss the outstanding balance on their account and be responsible for resolving customer’s queries quickly and efficiently.
What you’ll be doing:
Take ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
Show initiative in offering a bespoke service and SWW/BW offerings based on customers individual circumstances. This will include identifying potential vulnerability, financial hardship and offering affordability tariffs (when relevant) via the customers communication channel of choice.
You will have an empathetic manner, excellent communication skills and the ability to build rapport. Negotiate the payment of overdue bills or outstanding payments via inbound and outbound telephone calls and in writing. Complete customer service (Res-Ex) related calls. Work on and contact customers with previously occupied accounts.
Develop a comprehensive grasp of disengaged customer’s circumstances to enable an appropriate payment arrangement and affordability plan to be agreed, or to highlight the ramifications of non-payment.
Solve the customer’s initial query and identify future problems whilst proactively identifying any future benefits or requirements the customer might have.
Sharing insights with peers and management. With alignment to our company values, promote a collaborative approach to continuously improving our customer service experience.
Work will involve incoming and outbound telephone contacts, written correspondence, non-contact administration and representing the Client in contact with third parties and customer representatives and maintain accurate records of contact with customers utilising our CRM system.
Initiate and put forward suggestions to improve collection processes and standard operating procedures, while identifying fraudulent accounts and refer these to the Collections Team Manager.
Ensure individual performance targets and agreed objectives are achieved and maintained.
What we are looking for:
Customer service experience
Experience or knowledge of debt collection practises
Excellent communication skills
Communicates confidence through positive language making own decisions (where necessary) via the telephone
Confident with using IT systems
Friendly and socially confident, with a willingness to engage with others
Confidence to direct and manage a call through to resolution
Forward thinker who shows initiative and takes ownership
A positive and enthusiastic attitude, embracing the challenges this job entails
A strong work ethic to achieve our team goals
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.