Smarta Water
Job Title: Customer Services Advisor
Job Type: Full time, office based.
Working Hours: Monday to Friday, 9:00am – 5:00pm
Location: Coventry Office, Siskin Drive, Middlemarch Business Park, Coventry, Warwickshire, CV3 4FJ
Reporting to: Operations Director
Role Purpose
The Customer Services Advisor is responsible for delivering an excellent customer experience by acting as the first point of contact for customer enquiries, resolving customer issues and providing support throughout the customer journey.
The role focuses on delivering positive customer outcomes, resolving complex enquiries, and contributing to continuous improvement within the customer service function.
Key Responsibilities
Customer Service
· Act as the first point of contact for customer enquiries via telephone, email and other communication channels.
· Deliver professional, responsive and customer-focused support at all times.
· Take ownership of customer enquiries from initial contact through to resolution.
· Investigate and resolve customer issues promptly, ensuring customers are kept informed throughout the process.
· Support customers with account, billing and payments enquiries.
· Manage customer complaints in line with company procedures, ensuring positive customer outcomes wherever possible.
Customer Experience
· Identify opportunities to improve the customer journey and overall customer satisfaction.
· Provide feedback on recurring customer issues and recommend improvements to processes and services.
Collaboration
· Work closely with the Operations Director and other internal teams to resolve customer issues effectively.
· Liaise with internal departments to ensure customer enquiries are resolved efficiently.
Systems and Information
· Maintain accurate customer information within company systems.
· Use CRM systems effectively to manage customer interactions.
· Ensure customer information is handled accurately and in accordance with company policies.
Person specification
Skills and Experience
· Previous experience in a customer service or customer support role, within the utilities industry is preferred.
· Experience handling customer enquiries and resolving issues.
· Experience using CRM systems is desirable.
· Excellent communication and interpersonal skills.
· Ability to manage multiple customer enquiries while maintaining a high standard of service.
· Good numeracy skills, with the ability to accurately calculate and explain customer invoices and billing adjustments.
Personal Attributes
· Passionate about delivering excellent customer service.
· Positive and approachable, and able to work effectively as part of a team to resolve customer queries.
· Able to work independently and take ownership of tasks and projects.
· Strong problem-solving skills with the ability to investigate and resolve customer issues.
· Excellent attention to details, ensuring accuracy when handling billing queries, customer records, and account information.
Pay: £29,000.00 per year
Work Location: In person
