About the Role:

Do you have a passion for great customer service? Bristol Water are looking for a Customer Advisor to join our Customer Hub.

This is a fantastic opportunity for you to join us working various shifts to help and make sure each and every customer’s experience a great one! 

As an Operational Customer Advisor, you’ll be passionate about ensuring that customers always receive the best possible service. If you live in our supply area, they’re all your friends and neighbours after all. Working on a permanent, full time basis, you will receive a competitive basic salary of £26,068.14

Working in a small and supportive team, this varied role will require excellent customer service skills and the ability to react quickly in an empathic and calm manner.  

You’ll be providing advice and guidance about a variety of issues, ranging from water pressure, and water quality questions, to emergencies within customers’ homes, or simply keeping them updated about progress and checking satisfaction levels.

What You'll Be Doing:

• Answering telephone, email and written enquiries and complaints as quickly as possible to help our customers.

• Work through varied customer enquiries by either offering advice and information where possible, or by referring the enquiry to the appropriate department.

• Keep the customer informed at all stages of the investigation into their query so they’re informed and have a realistic expectation of the timescale for resolution

• Help to keep up our high standards of customer service.

• Process Bristol Water’s Customer Promise and GSS Payments to the customer accurately and on time.

• Keep up to date with operational water processes and water quality issues so you can give advice and reassurance to customers

• Proactively keep customers informed of interruptions to their water supply.

• Record all activity to comply with regulation set by OFWAT

• Maintain and update the Special Needs and Vulnerable Customers register

• Be available to work on a standby basis one week in every six outside of usual working hours when called on in an emergencies, with additional payments for you.

• Covering various shifts over each 6-week period

What We're Looking For:

• All the training you’ll need will be provided, but ideally you will have some experience supporting customers.

• Confident working on the computer 

• Excellent written and verbal communication skills

• Empathetic approach

• Good problem solver

• This is a full-time role working an average of 38 hours per week covering various shifts over each 6-week period to help make sure our customers are supported.  

•  Above all, you will need to demonstrate our competencies and core values: BE ROCK SOILD, BE YOU, BE THE FUTURE

What's In It For You?

• As well as a friendly, supportive working environment and opportunities for development, the role also offers:

• A competitive salary of £26,068.14

• Up to 5% bonus

• Weekly on call rota (working one week in seven) with £148 standby payment (increasing to £176 for weeks with one bank holiday or £213 for weeks with two bank holidays) plus overtime for any call outs.

• Opportunity to increase your earnings through overtime and the picking up of additional standby weeks

• 31 days holiday including bank holidays

• Opportunity to buy or sell annual leave to offer you extra flexibility

• Free car parking for when you’re in the office

• Invest in Pennon Group plc through our employee share schemes

• Support with your wellbeing, and a free, confidential Employee Assistance Programme

• Flexible benefits scheme

• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox

• Competitive Contributory Pension scheme

• And plenty more