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About The Role Customer Outbound Advisor – Extra Help Team – Financial Location: Lowestoft, Suffolk
Salary: Up to £30,000 depending on experience
Full Time – 37hrs per week
Employment – Permanent & 12 month FTC /secondment positions available
The role
We’re an outbound contact team that helps support customers who are in arrears. It’s a fast‑paced role with a real mix of calls, from taking payments and setting up payment plans, to talking through affordability options, dealing with litigated queries, and signposting customers to external support like StepChange.
A big part of the job is really listening to customers and asking the right questions to understand their situation. Everyone’s circumstances are different, so it’s about picking up on any extra needs or trigger points and making sure the support we offer fits the customer.
Alongside helping customers, we also have clear targets to work towards, with a strong focus on cash collection and getting customers onto the right support tariffs wherever possible.
About You
We are looking for caring, committed individuals who genuinely want to do the right thing for our customers. You will deliver great customer service with empathy, compassion, and understanding, taking the time to listen and support customers—especially when they are going through challenging circumstances.
You will be self‑motivated and naturally customer‑focused, taking pride in making a positive difference while working towards shared goals. This role is ideal for someone who feels motivated by targets, balancing the achievement of cash collection and support tariff targets with fair, thoughtful, and positive customer outcomes.
About Us
Here at Northumbrian Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
Please note this role will require a DBS to be completed prior to employment
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we’d encourage you to apply
NWG At a Glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our Benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
- Generous holiday entitlement starting 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
- Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
- Free access to local attractions.
- A fantastic discount scheme, with savings on days out, shopping, travel and more.
- Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
- Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
- Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
- Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
About Us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we’re committed to delivering great service, putting our customers at the heart of everything we do.
