About the Company
Anglian Water is one of the largest water and wastewater companies in the UK, serving over six million customers across the East of England and Hartlepool. We are committed to providing excellent service, protecting the environment, and innovating for a sustainable future. Our values drive us to deliver reliable and high-quality services, ensuring our communities thrive.
Job Description
We are seeking a dedicated and empathetic Customer Service Representative to join our Water Department in Great Yarmouth. As a key member of our local authority team, you will be the first point of contact for our customers, assisting them with a wide range of enquiries related to water services. This role requires excellent communication skills, a proactive approach to problem-solving, and a genuine desire to provide outstanding customer support within a dynamic public service environment.
Key Responsibilities
- Handle inbound customer enquiries via phone, email, and potentially in-person, providing accurate and timely information on billing, water quality, service disruptions, and other water-related issues.
- Resolve customer complaints efficiently and effectively, escalating complex issues to appropriate departments when necessary.
- Process service requests, update customer accounts, and maintain detailed records of interactions using our CRM system.
- Educate customers on water conservation, bill payment options, and company policies.
- Collaborate with field teams and other internal departments to ensure seamless service delivery and problem resolution.
- Adhere to all regulatory guidelines and company procedures, ensuring data accuracy and customer privacy.
- Contribute to a positive team environment and actively participate in continuous improvement initiatives.
Required Skills
- Proven experience in a customer service role, preferably within a utility or public sector environment.
- Excellent verbal and written communication skills with a professional and friendly demeanor.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Ability to remain calm and empathetic when dealing with challenging customer situations.
- Proficiency in using CRM software and standard office applications (e.g., Microsoft Office Suite).
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Previous experience in the water utility sector.
- Knowledge of local water regulations and services in the Norfolk area.
- NVQ Level 2 or equivalent in Customer Service.
- Experience with SAP or similar enterprise resource planning systems.
Perks & Benefits
- Competitive salary and pension scheme.
- Generous annual leave allowance.
- Comprehensive health and wellbeing programs.
- Opportunities for professional development and career growth.
- Employee assistance program.
- On-site parking.
- Discount schemes with local and national retailers.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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