Everything we do here at Anglian Water is about delivering a great service for our customers. So all of our roles have some form of customer service focus. But the roles in this part of our business are particularly customer facing.
You could join us in; Billing, handling calls and queries from customers; in Operations, where your focus will be on putting things right if they ever go wrong; or in Collections and Extra Care, where your aim will be to recover and allocate water charges by being supportive, empathetic and constructive so we can reach a solution that suits everybody.
In all of these teams, you’ll be at the forefront of our mission to do great things for our customers, every single day.
A career here can lead to all sorts of development opportunities – some people go on to explore other areas of our business, but many of them grow and progress within the Customer Service team itself.
Customer service experience would definitely be useful, but we really look for personality and potential – we can train you in everything else you need to know. For us, personality means being positive, friendly, flexible, accurate and empathetic. You’ll listen carefully to get to grips with the issue before thinking flexibly to get the best outcome for the customer. We like to get things right first time, every time.
We’re looking for people with a genuine passion for helping customers – and a commitment to helping us achieve our aim of 100% satisfaction levels.
Excellent communication skills are a must. You’re someone who’ll enjoy having lots of interaction with colleagues and customers alike in a fast-paced environment. You should have plenty of self-motivation too, along with a willingness to learn and develop (you’ll find there’s plenty of scope for progression in this team).
Find out a little more about what each department does
Our Operational Contact Centre is part of Customer Delivery. They aim to resolve customer’s operational issues from across our region with excellent customer service throughout the journey. The role involves handling calls from a variety of people, covering a wide range of topics, such as; blocked drains, low water pressure, loss of water supply and water quality problems. We pride ourselves on delivering first class customer service at every opportunity and you will require patience, the ability to reassure customers and be able to adapt to match your customer type on every call. We have periods, particularly during an incident, that you’ll be taking calls back-to-back with little time in between, so you will also need to come with resilience in abundance. The role is extremely rewarding, and you get to resolve customers problems every day and ensure they leave with a smile on their face, having spoken to a person that genuinely cares about their issue.
Our Collections and Extra Care department offer a trusted, effortless and personal service to some of our most vulnerable customers. You’ll need patience and empathy to comfort and guide customers who may have financial difficulties. You will be discussing customer account balances, reviewing household budgets to find a sustainable repayment resolution, along with offering and signposting additional services to assist our customers. Being flexible to your customers style will be important, along with being resilient and a strong team player. If you join us you will be working in a caring and supportive environment, giving you the confidence to be curious in challenging process and putting forward improvements to better your customers journey.
In Billing, you will be offering a trusted, personal, and effortless service to our customers to ensure they are 100% satisfied. Your role will be diverse yet rewarding, you will be proactively offering consumption and tariff advice to our customers, whilst potentially guiding them through some difficult situations; such as household leaks, moving home and bereavements. We also offer value added services to our customers to make their journeys with us a little easier along the way!
We're brimming with opportunities – search now to see if we have one to suit you.
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