Customer Service - Collections Team - Anglian Water : Job Details

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

Generous annual leave

Are you looking for a rewarding role within a call centre where you can really make a difference to our customers that need an extra level of care?

Are you looking to develop a career within an organisation that invests in its people and nurtures their talents?

What does the role involve?

We pride ourselves on delivering outstanding customer service and supporting our customers. In the past year we have supported more than 85,000 customers by placing them onto our discounted tariffs. We're incredibly proud of this but we want to do more. You will be providing advice and support by listening to customers and understanding their needs, to help find individual solutions. The role is challenging, but provides an opportunity to have a significant impact on improving our customers circumstances.

What does it take?

• No contact centre experience needed. Full training and mentoring will be provided.
• Resilience to handle difficult conversations.
• Empathy and a desire to help people in vulnerable situations.
• Ability to develop relationships quickly and help our customers to find debt solutions.
• Ability to reassure customers who may have been worried or anxious about contacting us.
• The desire to live by our values - to Make Today Great for our customers, every day.

Shifts will fall between Monday and Saturday, including bank holidays. Operating hours are 8am - 8pm in the week, with a 4pm finish at weekends. You will do 37 hours per week within this window.

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 8 weeks mentoring with experienced agents.
• Ongoing support from Team Leaders and colleagues

Development Opportunities

Opportunities for development come thick and fast at Anglian Water and this starts in training as you develop the skills that you are bringing to our business. You will be supported throughout your time with us and many colleagues who have entered the business through this role have progressed to roles elsewhere within the business, building upon their existing skills and knowledge.

As a valued employee, 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) and Personal Accident cover (up to 5x salary) 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.
• 25 days annual leave. Buy or sell additional days (up to 5 days per year)
• Yearly bonus scheme
• Pension scheme - we double-match your contributions, up to 6%
• City centre working - shops/restaurants on your doorstep, while being near to plenty of outdoor spaces for you to enjoy
• Modern, well equipped offices - including on-site canteen, free parking, bike storage, spaces for reflection and free tea and coffee.

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.

Start date: 10.01.2025

Closing date: 10.11.2024

Telephone Roleplay: w/c 18.11.24

Interviews: w/c 25.11.24

If you require this advert in a more accessible format, or you have any questions, please don't hesitate to get in touch with our team at