Customer Experience Advisor

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Job Description:

What youll be doing:

• Provide world class customer service to your customers and finding complaint resolution on every case
• Working individually and as a team to meet customer/business needs in a responsive and efficient manner managing escalated problems and performing root cause analysis of any trends identified to drive and improve customer experience.
• Deliver against agreed objectives Service Level Agreements and Key Performance Indicators.
• Regular Southern Water senior stakeholder interaction up to and including the Southern Water CEO where you are expected to represent Capita in a professional way.
• Attend internal and external meetings and audits
• Providing real-time support to colleagues for queries and problems to ensure all SLAs are met
• Organising your work schedules and activities.
• Provide regular updates to your line manager on performance
• Review reports daily weekly monthly which highlight opportunities for improvement
• Represent the Southern Water brand at all times when dealing with and supporting the team to resolve queries

Who are we looking for:

• Excellent communication skills including written as a large proportion of customer and client interactions are written
• Preferential to have experience in a complaints environment
• Ability to prioritise workload to meet challenging deadlines
• A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
• A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
• Strong Microsoft skills including word and excel
• When working from homeyou will require a quiet private and comfortable workspace with a reliable Wi-Fi connection.

Whats in it for you

• A competitive salary of 24043 per annum
• 22 days holiday
• The opportunity to take a paid day out of the office volunteering for our charity partners or a cause of your choice
• Easy access to transport - On Site parking
• On site team building
• Company matched pension life assurance 15 weeks fully paid maternity adoption and shared parental leave paternity pay of two weeks and plenty more
• Voluntary benefits designed to suit your lifestylefrom 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

What will happen next:

• Choose apply to submit a short application ensuring you add your contact number and email address so we can reach you easily.
• The team will then reach out to discuss the role in more detail.

Equal Opportunities

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email and well get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process including communication support at interviews such as a British Sign Language you require this support you can apply for this support at .

For more information about equal opportunities and process adjustments please visit the Capita Careers website.

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