Customer Service Representative - 18 hours per week

Department: Customer OperationsReports to: Water Customer Service LeaderSalary: £12,715 (pro rata'd FTE salary)Location: ManchesterWe have two opportunities available for this role: one permanent position and one fixed-term position until the end of February 2027. Please let us know which opportunity you’re interested in as part of your application.The OpportunityOur 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 ResponsibilitiesUnderstand and deliver against required objectives and targets delivering amazing customer experiencesResponsible 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 complaintsHandling 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 activitiesProactively identify and apply additional support services such as Priority Service Register, WaterSure and Social TariffsTake ownership of complex queries delivering clear resolutions in a timely manner for our customersDeliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and paymentsMake 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 customersAdhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the companyPositively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives and your personal developmentBeyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end customer experience, department objectives and direct customer contactSuccess MeasuresCustomers feel listened to, supported and valued, with a positive experience regardless of the reason for contact.Issues are resolved first time wherever possible, with customers receiving timely, clear and accurate updates throughout.Customer records and account activities are maintained with a high degree of accuracy, supporting excellent operational performance.Customers and colleagues can rely on you to follow through positively on commitments, taking pride in your work to contribute to a stable, efficient and high-performing team.About YouEngaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationshipsEfficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the roleAble to build strong working relationships with colleagues and motivate others in your teamResilient and responsive to change with a natural ability to react to and resolve issues through a solution-based approachExperience 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 customersComputer literacy is essential whilst collections experience is desirableYour Development and BenefitsAt 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 skillset25 days paid holiday + bank holidaysAn additional day off to celebrate your birthdayDiscretionary bonusCompany pension planHealth Cash plan through Westfield HealthOption to purchase additional holiday days through our Holiday Buying SchemeEngagement committee with events throughout the year, including Summer Party and individual team socialsPaid professional memberships relevant to your role and access to professional development opportunitiesOur ValuesAt the forefront of everything we do:Safety, Customer Promise, Accountability, Reliability, Respect, FlexibilityEqual OpportunitiesLeep 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.