Operational Customer Advisor

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 customers experience a great one!

Whats in it for you

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

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

• Up to 5% bonus
• Weekly on call rota 1 in 7 with 142 standby fee (increasing to 205 for weeks with two bank holidays) plus overtime for any call outs
• Opportunity to increase your earnings through overtime and the picking up 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 youre 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

What will you be doing

As an Operational Customer Advisor youll be passionate about ensuring that customers always receive the best possible service. If you live in our supply area theyre all your friends and neighbours after all.

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.

Youll 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.

Day to day youll be

• 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 theyre informed and have a realistic expectation of the timescale for resolution
• Help to keep up our high standards of customer service.
• Process Bristol Waters 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 each6-week period between Tuesday & Saturday (with Sundays & Mondays off

What were looking for

All the training youll 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 each6-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

Since 1846 weve been making people healthier and the economy stronger. Weve served generations of families and will serve generations to come.

Were here to have a positive impact on people and the planet for generations. We dont just give people water - we keep them healthy and help them grow. We work around the clock testing our water hundreds of times every day.

We take this same view with our 600 employees we dont just give them jobs in water we keep them healthy and help them grow.

The best of both worlds

Were one of the smallest water companies in the UK. Being small means were nimble and can achieve things quickly for our customers and our people.

But while were small were also part of a larger family. In June 2021 we became part of the Pennon group which also owns South West Water and Bournemouth Water.

This means that as part of our team youll get the best of both worlds the dynamism and fast pace of a smaller company along with the security and breadth of opportunity that comes with being part of a large organisation.