Customer Service Support Agent

Customer Service Support Agent – Cardiff

Step into a leading utilities company that champions innovation and service excellence. At Last Mile, we take pride in delivering top-notch solutions across the multi-utility sector. Our dedicated team in Cardiff is expanding, and we’re excited to welcome a talented Administrator to join our Retail and Customer Service Support Team.

As a Customer Service Support Agent, reporting to the Customer Service Manager, your primary role will be to serve as the main point of contact for customers during operational incidents, providing timely and proactive updates. You’ll handle customer inquiries via phone, email, or written correspondence, while also supporting billing processes for commercial customers. Additionally, you’ll contribute to reporting and customer satisfaction initiatives, produce water and drainage reports, onboard new customers, and ensure the customer database remains accurate and up to date.

What’s in it for you as a Customer Service Support Agent?

Here at Last Mile, we pride ourselves in providing a great range of benefits including a fantastic amount of annual leave, including a Christmas shut down.

• 25 days holiday, increasing after 2 years by 1 day each year up to 30 days, plus 9 public holidays
• Holiday buy scheme
• Discretionary bonus
• EV and ULEV salary sacrifice scheme (subject to minimum length of service)
• Cycle to work salary sacrifice scheme
• Up to 7% employer pension contribution
• Life assurance (x4 annual basic salary)
• Refer a friend incentive
• Wagestream
• Employee assistance programme
• Hybrid working for eligible roles (3 days in the office, 2 from home) *
• Flexible start and finish times for eligible roles*
• Private medical insurance*
• Company sick pay*

*Some of our benefits are only applicable when you have successfully completed your probation period*

Your responsibilities as an Customer Service Support Agent:

Reporting directly into the Customer Services Manager, the key areas of responsibility are:

• Producing water and drainage reports for new home buyers.
• Identifying and bringing new customers on-board utilising information from internal and external sources.
• Updating and maintaining a complete and accurate database of customers.
• Responding to customer contacts in a timely manner via phone call, email or written correspondence
• Provide proactive communication to customers on any operational activity which may impact them.
• Support the billing of Commercial Customers

Experience / Knowledge:

• Knowledge of the Water Industry (Desirable)
• Experience in dealing with customer queries.
• A resolution approach to customer service
• Strong written and verbal communication skills.
• Strong problem-solving skills.
• Good IT skills including Excel with the ability to input data accurately and concisely.

Have you got the drive to go to the Last Mile as an Customer Service Support Agent? Apply now!

About us:

Last Mile designs, builds, owns and operates essential utilities infrastructure so people across Great Britain have access to the heat, power, water and wastewater services they need, every day.

We are one of the largest last-mile multi-utility connections businesses in the UK. We own and manage approximately 750,000 installed connections, linking distribution networks to residential and commercial customers.

It’s our people that make us. We want to attract and retain the best talent to deliver utilities infrastructure in a way we can be proud of. To achieve this, we need to be at our very best in everything we do – and employ experienced, enthusiastic and committed people.

We are committed to fostering an inclusive and diverse working environment, where employee wellbeing is at the forefront and our people feel valued. We provide tailored ongoing training and development, but most importantly, long term career opportunities for you to learn, develop and grow in your role. If you are motivated to succeed and have a ‘can-do’ attitude, we would love to hear from you!

For further enquiries contact – recruitment@lastmile-group.com or visit our website www.lastmile-group.com