Affordability & Vulnerability Co-ordinator (615) - South West Water Exeter, England Bookmark Share Print 76 0 0

Listing Description

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.
We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with wildlife charities, National Parks and local partners to help ensure a better future for generations to come.
So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Are you looking for an opportunity where your work ethic will be valued and progression is championed?
 
About the role:
We currently have a fantastic opportunity available for a Affordability & Vulnerability Co-ordinatorto join our team based in Exeter.  You will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £23,074 + excellent benefits.

As an Affordability & Vulnerability Co-ordinator you will be championing the Pennon Values. You will be working in the Affordability & Vulnerability Team, focussing on delivering a first-class experience, dealing with both written and telephone customer interaction. Each customer contact should be treated completely individually with full consideration given to the customer, their reason for contact and any future requirements. This will include consideration to water conservation, affordability, recognising vulnerable situations and supporting each case appropriately.

What you’ll be doing:
  • Ensuring SWW and BW is always represented in a courteous, positive and professional manner
  • Reviewing customers individual circumstances to ensure qualification and application of the most appropriate social tariff
  • Completing Benefit Entitlement checks to ensure income maximisation for customers
  • Collaborating with TCS, transferring process and policy knowledge through WebEx
  • Taking responsibility and accountability for the delivery of customer satisfaction, proactive tariff, and affordability offerings within the Customer Experience Centre
  • Providing consistent and correct application of governance activities relating to SWW’S/BW policies, procedures or financial management
  • Handling challenging customer situations with empathy and clarity, escalating where appropriate to ensure a satisfactory resolution
  • Completing customer promised actions ensuring that our customers are kept informed at each stage of key processes
  • Ensuring individual performance targets and agreed objectives are achieved and maintained, proactively managing own idle time
  • Collaborating with Source departments and SWW/BW colleagues to promote positive interdepartmental relationships that encourage excellent customer service
  • Being responsible for helping South West Water’s customers in identifying the most appropriate tariffs and reducing the level of debt raised, ensuring accurate billing in accordance with business priorities and targets
  • Understanding and utilising the payment schemes available to our customers 

    • What we are looking for:
  • Desire to help our most vulnerable customers, demonstrating compassion and empathy
  • Minimum of six months Billing experience, confident in connecting with customers and using all Billing systems
  • Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
  • Excellent communication skills

    • What's in it for you:

  • We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition.

    • In return, we offer an excellent range of benefits including:
  • Generous holiday allowance plus bank holidays
  • A discretionary Bonus
  • Competitive Contributory Pension
  • Share-save Scheme
  • Various health benefits
  • Wellbeing support programmes
  • A range of Group Discounts
  • Cycle to Work Scheme
  • Financial support services
  • And plenty more!
    • Closing Date: Sunday 25th September 2022

    If you are looking for a new challenge, please click apply now to be considered as our Affordability & Vulnerability Co-ordinator - we look forward to receiving your application.

    Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

    Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
     
    Our core values which are essential to our success are:
     
    ·       Trusted - We do the right thing for our customers and stakeholders.
    ·       Collaborative - We forge strong relationships working together to make a positive impact.
    ·       Responsible - We keep our promises to our customers, communities, and each other.
    ·       Progressive - We are always looking for new ways to improve and make life better.

    Listing Details

    • Citizenship: Not Provided
    • Incentives: Not Provided

     

    • Education: Not Provided
    • Travel: Not Provided
    • Telework: Not Provided

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