About this role

Job Advert

Customer Service Advisor

Salary

£25,621 per annum | Company Benefits

Location

Walsall, West Midlands

Contract

Full Time | Permanent | 37.5 hours per week

About Us

Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

The Role

As a Customer Service Advisor, you'll be the first point of contact for customers, handling a high volume of inbound calls relating to water billing, payments, Direct Debits and service enquiries. You'll use your communication and problem-solving skills to support customers and provide positive outcomes on every interaction.

We're looking for individuals who genuinely enjoy helping customers. We are passionate about developing our people and offer opportunities to progress into specialist, quality, training, team leader and operational roles as your career develops. Whether your expereince comes from a contact centre, retail, hospitality, or another customer-facing role, we'll provide the training and support needed to build a successful career with us.

Key Responsibilities

Handle customer calls professionally, assisting with payments, Direct Debits, billing enquiries, and service-related queries
Deliver a high standard of customer service on every interaction
Support customers by resolving queries quickly and effectively while providing reassurance and guidance
Work closely with colleagues to support team goals and maintain a positive working environment
Engage fully with training and continuous development opportunities to build product and service knowledge

Shift Pattern

Full Time - 37.5 hours per week
Monday to

Friday with shifts between 8

00am - 6:00pm

1 in 4

Saturdays between 8

00am - 1:00pm

What You'll Need

Previous experience in customer service, whether in a contact centre, retail, hospitality or another customer-facing environment
Strong communication and listening skills
Confidence using computer systems and learning new processes
Ability to remain calm and professional when dealing with challenging customer situations
A positive attitude and willingness to learn
Ability to work effectively both independently and as part of a team

What You'll Get

Family-Friendly Leave

Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days

Financial & Life Assurance

Company Pension Scheme with salary sacrifice options

Health & Wellbeing

Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents

Lifestyle & Perks

Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers

Professional Development

Hands-on training and ongoing career development opportunities

Inclusion & Belonging

Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more

Performance & Recognition

Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

At South Staffordshire Group, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.