Back Office Expert

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.

And we have huge ambitions.

Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come.

So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Do you want to join a team that values collaboration and high-quality customer service?

We currently have a fantastic opportunity available for a Back Office Expert to join our team based in Exeter. You will join us on a permanent full-time 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:

As a Back Office Expert you will be working in a fun and exciting environment, being responsible for delivering key high-quality customer service and driving performance to provide a gold standard service to our customers in accordance with customer promises, business priorities and targets.

You will be responsible for solving customer’s queries quickly and efficiently. You are trusted and empowered to provide customers with resolution and peace of mind regarding their Billing query. You will talk to our customer through a variety of communication channels, although initially your role will be focused on inbound written contacts.

What you’ll be doing:

• Delivery of consistent high-quality customer service as measured through ODI performance whilst supporting the Pennon Strategy and championing the Pennon Values
• Responsibility for the delivery of customer satisfaction, proactive tariff and affordability offerings within the Customer Experience Centre
• Responsible for championing Health, Safety, and wellbeing for all employees & peers, escalating any potential risks immediately.
• Make outbound calls in response to customer contacts (written and FAAs raised from the contact centre) to resolve queries.
• Create bespoke letters to respond to written customer contact in handle customer queries with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution.
• Amend, correct, and set up accounts, properties, meters, and charges in Rapid.
• Identify and apply GSS, Customer Promise, Compound interest/late billing payments.
• Account update requests from other teams within the business, inclusive of complex requests from the Complaints Team.
• Point of contact for Tata Consultancy Services (TCS) to deal with ad-hoc escalated contacts of a complex nature, transferring process and policy knowledge through MS Teams chat.

What we are looking for:

• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
• Customer service experience
• Excellent oral and written communication skills
• Confident with IT programme; Microsoft Office package
• Knowledge of the water industry or another utility company

What's in it for you:

At South West Water, we don’t all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our people’s hard work and commitment, we offer an excellent range of benefits:

• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks’ additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group Plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension

Closing Date: Monday 15th July 2024

If you are looking for a new challenge, please click apply now to be considered as our Back Office Expert- we look forward to receiving your application.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values which are essential to our success are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.