Working as part of our business to business department, you will work on behalf of utility company receiving inbound customer service-based calls from business customers to discuss aspects of their water account. Advisors will handle numerous queries, ranging from billing and payments, to account breakdowns and meter readings. Advisors will be expected to handle complaint calls and follow processes regarding customer accounts and admin-based tasks.

Job title:

Customer Service Advisor

Job Description:

Shifts: 

You will work on a set 2-week rota basis. 8:30am to 5:00pm, Monday to Friday and 9:00am to 5:30pm, Monday to Friday.  

No evenings or weekends. 

Location: 

Based at our offices in Hartshead House, Sheffield  close to the city centre with excellent public transport links. 

What you’ll be doing: 

In this role you will be you will receive inbound calls from existing business customers who have a query on their account.  Typical queries involve:  

• Billing errors and queries  

• Meter readings  

• Payment arrears and payment plans  

• Account breakdowns  

• Direct debit set upas and amendments  

• Changes to account details 

As well as handling complaints there’s a requirement to resolve customer disputes, such as payments terms or inaccuarte billing.  You will need to supply an exceptional level of customer service in this role to resolve the cutomers issue on one call if possible.  A high level of written and verbal communcation is required, administrative duites maybe needed to record information and commuicate solutions or options on the account and to the customer.  You will need a strong personaltiy to resolve the customers issue, keep them calm and control the call.     

What we’re looking for: 

• Customer service experience in call centre or retail (essential). 

• Experience in a call centre environment (preferred). 

• Excellent telephone manner. 

• The ability to follow instructions and scripts to meet with compliance requirements. 

• Confident and effective communicator. 

• Comfortable in receiving and resolving customer complaints. 

• The ability to solve customer problems and seek guidance if required to resolve the issue. 

• Excellent spoken and written English skills. 

• Ability to work in a team. 

• I.T literate. 

About Voice  

Founded in 2006, we have grown and developed into working on behalf of some the UK’s biggest brands. Specialising in acquisitions and retentions for multimedia and utilities, we put the customer experience to forefront for all our clients, maintaining excellent relationships and delivering incredible results. 

What’s in it for you? 

• A competitive basic salary of  Â£18,135

• 22 days’ holiday (rising to 27) with the opportunity to buy extra leave 

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice 

• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more  

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology 

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform 

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.  

What we hope you’ll do next: 

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. 

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.