Job Description
Customer Service Advisor
Department: Customer Services
Employment Type: Permanent - Full Time
Location: Douet House
Reporting To: Customer Resolution Specialist
The role of the Customer Services Advisor, you will be the first point of contact for all customer enquiries by telephone, online, written and face to face. As part of the Customer Services team, you will ensure that all contacts are dealt with in a professional and efficient manner. Provide administration support in all areas of the department, including billing, customer communication, metering and debt collection.
Key Responsibilities
- Process incoming mail and resolve correspondence and queries from customers via face to face, telephone, letter, e-mail, social media or our website.
- Process payments received from customers whether by cash, cheque, credit card, electronic transfer, direct debit, or other means. Assist with the management of our automated payment processes ensuring direct debit and continuous credit card payment and rejections are completed 4 times a month.
- Maintain customer records and process changes to customer details including change of address, closure of accounts, opening of accounts and all other admin processes when required.
- Processing meter data to ensure accurate billing with effective involvement in shared supplies solutions, whilst sustaining customer relationships to a successful conclusion.
- A positive involvement in data cleansing, projects, scanning and maintaining process documentation.
- Actively participate in wider business initiatives and cross departmental projects aimed at supporting strategic business objectives including employee consultation groups, charity, and social programmes.
- Carry out all other duties as and when required.
Skills, Knowledge and Expertise
- Communicates clearly and concisely over the telephone, face to face and in all written communication (GCSE English or equivalent).
- Computer literacy and numeracy (GCSE Maths or equivalent).
- Team Working – Works successfully with others as part of a team.
- Strives to meet customer expectations, delivering services that optimise quality and efficiency.
- Outgoing and positive attitude, with the ability to develop mutually beneficial relationships to enhance knowledge, experience, and services.
- The ability to plan and organise, work accurately under pressure with attention to detail.
- Good organisational and problem-solving skills, assists others to adapt to new systems and processes with a drive for continuous improvement.
- Able to debate ideas to drive the best solution for the team, customer and business.
Benefits
After completion of the probation period:
- Pension – Membership of the defined contribution scheme. Jersey Water pays 5% up to 5 years’ service and then 10%, employees pay 5%. A matching scheme is available whereby Jersey Water matches additional voluntary contributions up to a maximum of 5%.
- Death in Service – 4 times salary
- Private health scheme – Non contributory
On the non-financial front, we provide a friendly, people focussed work environment with a stimulating and rewarding quality of work. We focus on continuous improvement and support those who wish to develop their skills and experience.
