Customer Experience Advisor
Customer Experience Advisor
Posted on :
14-04-2025
Employer Active
1 Vacancy
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Job Description
AtSouth West Waterwe believe that the strongest businesses are built on solid stable foundations with a vision and a culture that gives them the freedom to change improve and innovate.
Were proud to be responsible for providing reliable efficient and highquality drinking water and wastewater services for the beautiful South West area.
And we have huge ambitions.
Not only are we committed to reaching netzero by 2030 but weve also partnered with Wildlife Trusts National Parks and local partners to help ensure a better future for generations to come.
So if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed #JustAddWater.
We currently have an opportunity for an Customer Experience Advisor to join our team based in Exeter. Joining us on a fulltime permanent basis you will receive a competitive salary of 25241per annum plus excellent benefits. Youll be guided through our role specific progression scheme where youll have the opportunity to develop your skills knowledge and behaviours alongside incremental salary increases for reaching each milestone with earning opportunities of 25241 to 29176.
About the role
As a Customer Experience Advisor you will be responsible for delivering highquality customer service to new connection customers. Reporting to the Service Delivery Lead your focus will be on maintaining exceptional customer service and considering the customer impact in all decisionmaking processes. You will monitor the teams work basket and assist with tasks to achieve set goals ensuring compliance with regulatory guidance and legislation.
What youll be doing:
- Demonstrate excellent knowledge of all relevant systems policy charging arrangements and processes.
- Resolve technical complex or sensitive customer queries in a courteous positive and professional manner.
- Accurately update and maintain corporate systems throughout the life of applications.
- Act as the first point of contact for internal and external customer escalations ensuring early resolution.
- Assist with team training and coaching as needed supporting the wider training of anyone involved in the new connection process.
- Proactively identify opportunities to improve processes and customer experiences.
- Collaborate with related departments to promote positive interdepartmental relationships that foster excellent customer service.
- Produce highquality and accurate New Connection Quotations Refunds and Land Entry Notices.
- Support compliance with legislation by working closely with Water Regulations Teams.
What we are looking for:
- Background in Customer Service or Operational working environments.
- Proven administrative experience in a busy office environment.
- Experience with MS Office and other relevant systems (Ellipse RAPID CRM).
- Excellent communication skills.
- Strong analytical problemsolving and decisionmaking skills.
- Excellent organisational and time management skills.
- Ability to manage difficult customer situations and resolve contacts effectively.
- Selfmotivated with an aptitude to learn.
- Ability to work under pressure and meet deadlines.
a year
At Southwest Water we recognise the value our employees bring to our organisation. In return for your hard work and commitment we offer a range of excellent benefits and rewards including:
Generous holiday allowance plus bank holidays
Opportunity to buy or sell annual leave for extra flexibility
Cycle to Work scheme
Free car parking at most sites
Up to 26 weeks additional maternity leave
Shared parental leave options
Employee share schemes
Free confidential Employee Assistance Programme
Access to thousands of deals and discounts through Perkbox
Discretionary bonus
Competitive contributory pension scheme
If you are enthusiastic organised and a strong communicator with a passion for delivering excellent customer service we want to hear from you. Join us and be part of a team thats committed to making a positive impact every day. Closing date: 23rd April 2025
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
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