Department: Customer Operations
Reports to: Team Leader (Water)
Location: Manchester, Office Based
The Opportunity
Reporting to one of two Team Leaders (Water), this role is responsible for the end to end delivery of amazing customer experiences for our regulated fresh and wastewater customers. The role is dedicated to providing support to customers from the moment they onboard with us, right up until they leave (and everything in between!)
Key Responsibilities
- Take ownership of a dedicated customer patch and deliver great results from start to finish.
- Undertake key billing, customer service and collections activities on customer accounts.
- Handle key account functions including movers, complaints, payment plans and ticket logging.
- Be passionate about delivering great outcomes for customers.
- Identify and apply any support services for customers inc. PSR, charity referrals, WaterSure, social tariffs etc.
- Account cleansing through exception report management.
- Administrative duties relating to payments, asset failures, affordability checks etc.
- Deliver exceptional service in line with customer satisfaction OKRs.
- Investigate complex customer queries and provide clear resolutions for customers.
- Dealing with customers directly over the phone (inbound and outbound) and by email with our new multi-channel tech.
- Work as part of a wider team to improve overall customer satisfaction.
About You
• Outbound Collections Experience desirable
• Customer Focussed
• Great Communicator
• Team Player
• Passionate about Improvements
• Embracer of Change
Your Development and Benefits
At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture.
Our benefits include:
- Salary which aligns to your experience and skillset
- 25 days paid holiday + bank holidays
- An additional day off to celebrate your birthday
- Annual discretionary bonus
- Company pension plan
- Health Cash plan through Westfield Health
- Option to purchase additional holiday days through our Holiday Buying Scheme
- Engagement committee with events throughout the year, including Christmas Party, Summer Party and individual team socials
- Paid professional memberships relevant to your role and access to professional development opportunities
Our Values
At the forefront of everything we do:
Safety, Customer, Promise, Accountability, Reliability, Respect, Flexibility
Equal Opportunities
Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know.
