Resolution Specialist

Resolution Specialist

Redhill

Up to £27,000 depending upon experience

SES Water is a local water company dedicated to providing high-quality water and exceptional service to our customers. With a rich history of serving the communities in the Southeast of England, we are committed to delivering a reliable and sustainable water supply, ensuring that our customers have access to safe and clean water every day.

A forward-thinking utility company, SES Water is driven by innovation and environmental responsibility. We continuously invest in cutting-edge technologies and sustainable practices to protect and preserve our precious water resources while meeting the evolving needs of our customers.

What we offer

We offer a range of benefits for your personal and financial wellbeing, including.

• Generous salary; up to £27,000
• Group personal pension plan with up to 10% employer contribution.
• Life assurance for peace of mind.
• Financial education, savings, and loans support.
• Cycle to Work and Car Share Schemes and for eco-conscious commuting.
• 25 days of annual leave for work-life balance.
• Simply Health healthcare cashback scheme and Surgical Choices.
• Service and MOT discounts at our on-site garage.
• One paid day per year for volunteering in the community.

Sitting within the Customer Business Unit and reporting to the Customer Team Lead, the Resolution Specialist will be at the heart of our mission to provide exceptional service. You'll deliver first-class support to customers needing extra help, ensuring every enquiry is resolved on the first contact. Working collaboratively with colleagues across the business, you'll ensure our service operates smoothly and efficiently.

The Resolution Specialist will deliver high-quality performance through telephony, email, live chat, and other channels. You'll undertake detailed casework on multiple debt problems and provide crucial support to customers in financial hardship or needing priority services.

Throughout, you'll uphold our core values of Service, Integrity, Collaboration, Commitment, Compassion, and Innovation.

The Resolution Specialist will bring their passion for exceptional customer service to life. With a solid foundation in Mathematics and English, and experience in serving vulnerable customers, you'll be equipped to make a real difference. Your clear, concise writing and excellent verbal communication skills will help you connect with customers and provide the support they need. As a team player with a strong customer focus, you'll work flexibly and manage your workload efficiently, all while maintaining excellent organizational skills and adherence to procedures.

If you have experience within a utility customer service centre, managing the relationship with third party DCA’s, liaising with debt collection charities, a solid understanding of financials and managing invoice reconciliations (with especial reference to payment of invoices to third parties), a knack for improving service delivery, and the ability to handle high contact volumes under pressure, you'll thrive in our dynamic environment.

Your self-motivation, positive attitude, and self-assured outlook, combined with attention to detail and empathetic nature, will ensure you excel in providing top-notch service. We look forward to welcoming you to our team and making a positive impact on the lives of those we serve and the environment we cherish.

We thrive on the knowledge and life experiences of our colleagues, recognizing that our differences bring diverse perspectives and make us a great team. We welcome people who live our values, bring their true selves to work, and have a desire to share their lived experience to serve our communities both now and in the future.

Please let us know if you need any support during the application process.