Website affinityfb Affinity for Business

Duration: 6-month contract
Working hours: Typically, 37 hours per week although applications are welcomed from those looking for Part-time positions
Vacancies: 2 Fixed Term

We are a service and sustainability led water retailer, that is changing the narrative in the industry:

  • We know price is important, but service is critical
  • We treat water as a valuable resource, not a cheap commodity
  • We treat our customers like people, not a number
  • We’re always looking for ways to make our business a great place to work

In our industry, we are small but mighty! We support customers throughout England and are in the process of extending this into Scotland in the near future. We do the basics really well, providing a market-leading level of customer service, for customers ranging in size from the local high street to international airports. We also work with our customers to find ways to use less water, generate less waste and become more sustainable

Purpose

You will be a dynamic, creative and passionate professional with the ability to build empathy with our customers and understand their needs; you will guide and assist customers if they have questions about their bills, payments, water meters or water supply.
You will shape and drive outstanding customer service by providing a positive customer experience which exceeds expectations. You will achieve this by identifying appropriate solutions, keeping customers informed and ensuring a full and timely resolution.

 

Key Responsibilities
  • Emotionally connecting with the customer to ensure the customer experience builds great relationships between customers and Affinity for Business
  • Ensuring all target levels of customer service are achieved. With the potential to be multi-skilled in answering customer queries via email, letter and live chat, while ensuring the same target levels of service are met
  • Make outbound calls to customers as required to keep them updated on the progress of their query and/or collect payment
  • Update customer records to ensure accurate information is captured
  • Identify and feedback reasons for the customer query to help reduce unwanted contact, provide first time resolution to queries and identify ideas for improvement
  • Working collaboratively with other teams to ensure that customer queries are monitored, escalated where necessary and resolved effectively and efficiently
Skills and Experience
  • Ability to engage and build relationships with both customers and work colleagues to deliver the best customer service experience possible
  • A can-do attitude – working towards a first-time resolution
  • Think creatively and openly about opportunities for improvements
  • Demonstrate clear and effective communication skills, proving attention to detail at all times
  • Have a positive and flexible approach
  • Be positive, enthusiastic and encouraging with both customers and colleagues
Training and Development
  • You will have successfully completed your initial training and probation period and can demonstrate competency in standard tasks within your team
  • You are progressing towards Customer Support Advisor Level 2
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