Customer Service Representative (Part Time, Fixed Term)

Customer Service Representative (Part Time, Fixed Term) Join Leep Utilities in Manchester as a Part-Time Customer Service Representative (Fixed Term). Deliver friendly, clear support across calls and digital channels from onboarding to resolution. We usually respond within a week Department: Customer Operations Reports to: Water Customer Service Leader Salary: up to £12,010 DOE Location: Manchester Role Information: This is a fixed term role, ending on 18th December 2026. The role is a part-time position of 17 hours per week, with a suggested working pattern of Wednesday afternoons and full days on Thursday and Friday. The Opportunity Our Customer Service Representative plays a key role in delivering amazing customer experiences through engaging, quality conversations using a combination of inbound & outbound calls and digital interactions. This role is dedicated to our regulated fresh and wastewater customers from the moment they onboard with us, right up until they leave – and everything in between! You'll be working in a fast-paced environment where change is embraced and we work together, sharing best practice to achieve our objectives & targets whilst living our company values. Key Responsibilities Understand and deliver against required objectives and targets delivering amazing customer experiences Responsible for the completion of all documented processes supporting our customers and completing key activities such as move in & out, billing, customer service, live incidents, collections and complaints Handling inbound calls & digital communications from our customers and working an outbound dialer to contact customers for delivery against objectives such as payment collection and debt prevention activities Proactively identify and apply additional support services such as Priority Service Register, WaterSure and Social Tariffs Take ownership of complex queries delivering clear resolutions in a timely manner for our customers Deliver account cleansing and administrative duties such as water saving, asset failures, affordability checks and payments Make the most of our multi-channel technology and defined guides to deliver engaging, concise and clear communications both verbally and in writing to remain compliant in all interactions with our customers Adhere to all policy, process and procedures to ensure consistency for our customers, colleagues and the company Positively engage in coaching with your Leader to review performance, customer experience, your personal contribution to company objectives and your personal development Beyond the core responsibilities of the role, deliver any additional requirements to support the end-to-end customer experience, department objectives and direct customer contact About You Engaging, trustworthy, reliable and attentive to our customers, actively listening to deliver brilliant customer experiences to build and maintain effective customer relationships Efficient, self-motivated and able to manage your own workload with flexibility to support all requirements of the role Able to build strong working relationships with colleagues and motivate others in your team Resilient and responsive to change with a natural ability to react to and resolve issues through a solution-based approach Experience of working in a fast-paced, customer focused environment, although working in a Contact Centre would be advantageous, it is not essential – we are looking for colleagues who love helping customers Computer literacy is essential whilst collections experience is desirable Your Development and Benefits At Leep, we believe in stable growth and putting our people first. Our 5-year strategic growth plan gives us stability today and prepares us for the future, while nurturing a strong collaborative and supportive culture. Our benefits include: Salary which aligns to your experience and skillset 25 days paid holiday + bank holidays An additional day off to celebrate your birthday Discretionary bonus Company pension plan Health Cash plan through Westfield Health Option to purchase additional holiday days through our Holiday Buying Scheme Engagement committee with events throughout the year, including Summer Party and individual team socials Paid professional memberships relevant to your role and access to professional development opportunities Our Values At the forefront of everything we do: Safety, Customer Promise, Accountability, Reliability, Respect, Flexibility Equal Opportunities Leep Utilities is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment. We do not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If you require any appropriate accommodations during the application or interview process, please let us know. Team Customer Operations Locations Salford Remote status Hybrid About Leep Utilities At Leep Utilities, we're not just providing essential services like water, electricity and heat. We’re shaping the future of sustainable infrastructure across the UK. We work with leading developers to provide sustainable and quality utility services to our partnered communities, playing a key role in innovative projects that are transforming the way people live and work. Leep is the result of a joint venture between the independent mid-market infrastructure investment manager, Ancala Partners LLP and one of the UK’s leading private real estate investment and infrastructure companies, The Peel Group . Leep Utilities – Network adoptions done right