Overview

Job Title: Customer Service Advisor – Call Centre

Salary £23,143, with formal pay progression to £24,720

Based in Lincoln – potential for hybrid working after passing probation 

37 hours per week

Individual private health care

Virtual GP service for you and your household

Double matched pension scheme

Generous annual leave

About the role

Due to the progression of our existing staff, we are looking for people to be the front-line voice in our Lincoln Contact Centre. You’ll be taking inbound calls from customers on a range of issues, such as blocked drains or customers opening and closing accounts. Customers are at the heart of our business; so, we need a dedicated and personable team to join our team.

What do you need to be successful

You don’t need to have worked in a call centre before, many of our team have come from backgrounds in retail, hospitality, account management and more!

  • Excellent communication skills

  • A high degree of empathy to customer needs and circumstances

  • To be confident and passionate about customer service

  • To have resilience in dealing with difficult calls

  • Experience of working to targets or deadlines

  • The ability to use IT systems

  • Adaptability and a willingness to learn

Full training and mentoring package to guide you through your new career

  • Fully paid 3 weeks classroom-based training, alongside a cohort of fellow new agents, with our dedicated training team.

  • A further 5 weeks mentoring with experienced agents.

  • Ongoing support from Team Leaders and colleagues

Where will I work?

Our offices are based in Lincoln and we have free on-site parking.

What hours will I work?

You will work an average of 37 hours per week, with shifts between Monday and Sunday, 6am to 11pm. Bank holiday working will also be required.

Your shift pattern will vary week to week, although you will be given 3 weeks’ notice of your upcoming shift pattern for the next month. After one year to 18 months, we will undergo a preference exercise with you, to try and establish your preferred regular shift pattern, where possible.

As a valued employee, as well as the above, you’ll be entitled to: 

  • An assistance line for you and your household to support with Mental and Physical health challenges  

  • Life Assurance (8x salary)

  • Personal Accident cover (up to 5x salary) 

  • 25 days annual leave, plus opportunity to buy or sell days (up to 5 days per year) 

  • Excellent family friendly policies, such as 26 weeks full pay for maternity / adoption leave, as well as 4 weeks paternity / partner pay. Opportunity for shared parental pay

  • Yearly bonus scheme 

  • Modern, well equipped offices – including on-site canteen, free parking, bike storage, spaces for reflection and prayer, and free tea and coffee.

Find out more about us at: anglianwatercareers.co.uk and anglianwater.co.uk

Inclusion Community

Our customers come from a wide range of backgrounds, and we think our workplace should reflect that. We are committed to making sure all our colleagues feel they belong and are supported to succeed. We have an active Inclusion Community which is a place for anyone interested in diversity and inclusion to connect. We encourage all our employees to get involved in our Inclusion Community, which celebrates our different backgrounds and experiences. The more our workplace reflects our customers, the better service we can provide for them.

Read how our agents experience

‘I love working in the Operations Call Centre, as every day brings a new challenge! All of my colleagues are great to work with and I enjoy making a difference for the customers that I speak to. The managers are always extremely supportive and fully appreciative of hard work.’ – Scott 

Start date: 30.08.24 & 06.09.24

Closing date: 21.07.24

For any queries, please don’t hesitate to get in touch with our team at

ContactCentreRecruit@anglianwater.co.uk

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