Powered by Water, Driven by Purpose

At Bristol Water, we’ve been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day.

We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash? Join our team today.

Role Purpose

As an Operational Customer Service Advisor, you will be the first point of contact for customers experiencing issues or requiring support with their water supply. Working within a fast paced operational environment, you will provide a professional, empathetic and efficient service across multiple communication channels, resolving customer enquiries wherever possible and coordinating with operational teams to ensure a positive customer experience.

You will play a key role in protecting customer satisfaction, maintaining regulatory compliance and ensuring customers remain informed throughout their journey, particularly during service interruptions, incidents and operational activities.

Key Responsibilities

• Manage customer enquiries and complaints through a variety of contact channels but this will be mainly via call handling, delivering a high standard of customer service at every interaction.

• Take ownership of customer issues from initial contact through to resolution, ensuring timely updates and effective communication throughout.

• Provide clear and accurate advice whilst promoting self service options where appropriate.

• Work closely with operational, planning, scheduling, communications and customer experience teams to resolve customer concerns efficiently.

• Maintain accurate customer records and case management information in accordance with company standards and regulatory requirements.

• Resolve complaints at the first point of contact wherever possible, delivering positive customer outcomes.

• Process customer compensation payments and service guarantees accurately and within agreed timescales.

• Administer and maintain Priority Services Register information, ensuring vulnerable customers receive appropriate support.

• Proactively communicate with customers regarding planned work, incidents and interruptions to service.

• Contribute to team and departmental performance targets while maintaining high levels of quality and customer satisfaction.

• Support operational response activities, including participation in standby and out-of-hours rotas as required.

Knowledge, Skills and Experience

• Previous experience in a customer service, contact centre environment.

• Excellent verbal and written communication skills with the ability to build rapport quickly.

• Strong problem-solving and organisational skills with the ability to manage multiple priorities.

• Experience handling customer complaints and complex enquiries in a professional manner.

• Ability to remain calm, resilient and customer-focused in a fast paced operational environment.

• Strong attention to detail and commitment to maintaining accurate records.

• Good IT skills, including experience using customer management systems and Microsoft Office applications.

• Ability to work both independently and collaboratively within a team environment.

Personal Attributes

• Passionate about delivering an exceptional customer experience.

• Positive, professional and approachable manner.

• Adaptable and flexible, with a willingness to support changing business needs.

• Proactive and solution focused approach to customer issues.

• Strong sense of ownership and accountability.

Additional Information

The role operates within a shift-based environment, including evening, weekend and standby working patterns. This will include one late shift (until 8pm) per week and one weekend shift every 3 weeks. We also operate a standby rota and this is scheduled for 1 week out of every 7.

Full training and development support will be provided, including classroom-based learning, mentoring and on-the-job coaching, enabling successful candidates to develop the knowledge and confidence required to perform the role effectively.

This position offers an excellent opportunity for individuals looking to develop a long-term career within customer operations, utilities and service delivery.

Benefits

• 23 days annual leave plus bank holidays, increasing with length of service.

• Holiday Buy & Sell Scheme, giving you the flexibility to purchase additional leave or sell unused entitlement.

• Competitive Pension Scheme with company contribution matching and flexible contribution options.

• Life Assurance providing financial peace of mind for you and your loved ones.

• Group Income Protection, offering ongoing financial support should illness or injury prevent you from working.

• Enhanced Family Leave, including maternity, paternity, adoption and shared parental leave provisions.

• Free Annual Flu Vaccination to help protect your health and wellbeing.

• Employee Assistance Programme (EAP) providing confidential 24/7 support for mental health, financial wellbeing and personal matters.

• Free On-site Parking at our Bristol headquarters.

• Cycle to Work Scheme, supporting healthier and more sustainable travel.

• Car Share Scheme, helping reduce commuting costs and environmental impact.

• Give As You Earn Scheme, enabling tax-efficient charitable donations directly from your salary.

• Paid Volunteering Day each year, giving you the opportunity to support causes and communities that matter to you.

• Retail and Lifestyle Discounts, providing access to thousands of savings on everyday purchases, shopping, travel and leisure activities.

Closing Date:

We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.

Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.

Our core values, which are essential to our success, are:

Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.

Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.

Be the Future - Embrace change. Drive Progress. Own the challenge.