Customer Service Advisor

Job Description

At South West Water we 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, efficientand high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but weve also partnered with wildlife charities, National Parks and local partnersto 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.Are you a customer-focused individual looking to progress your career with a company that prides itself on its peopleWe currently have a number of fantastic Customer Service Advisor opportunities available to join our Customer Experience team working in Exeter. You will join us on a full-time, permanent basis, and in return you will receive a competitive starting salary of £21,271 per annum going up to £23,271 (on progression) plus an additional 5% shift allowance as outlined below, excellent benefits, development opportunities and a range of brilliant localised incentives.Progression Scheme:

• Level 1: £21,271 plus 5% shift allowance equates to £1,064
• Level 2: £22,271 plus 5% shift allowance equates to £1,114
• Level 3:£23,271 plus 5% shift allowance equates to £1,164

About the role:As our Customer Service Advisor, you will be working in a fun, rewarding and fast paced customer service team. On a day-to-day basis you will be the voice of our company by speaking directly to our customers, listening to their queries andproviding a quick and efficient resolution.Initially the role will focus on inbound telephone contacts, speaking with customers who are reporting supply interruptions, dispatching technicians to investigate leaks and sewer floodings, along with answering a range of wholesale queries.There will be plenty of opportunities to develop your skills by liaising with our customers through our excellent range of digital communication channels and providing customers with peace of mind regarding their wholesale query.The start date for this role will be Monday 3rd April 2023. For the first 3 weeks you will be on a bespoke three-week learning academy delivered by our dedicated Customer Services Training team at our main office in Exeter. You will thenenter a 4-week Graduation Zone, where you will receive personalised support to help you embed your learning and meet your goals.Shift Patterns:Working 37hours per week, the role requires working on a fully flexible rota basis: 7am to 10pm. Providing cover 365 days a year, this includes weekends and bank holidays. Rota schedules are published with enough time to review and requiresome flexibility.Assessment Centre Date:Please hold the following dates in your diary as we will be looking to hold assessment centres on:

• Wednesday 1st March 17:00 - 20:00
• Thursday 2nd March 09:00 - 12:00
• Friday 3rd March 13:00 - 16:00

What we are looking for:

• Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
• Showing Initiative in offering a bespoke service and SWW offerings based on customers individual circumstances
• Identifying potential customer vulnerability and offering a range of services from our Priority Services
• Solving the customers initial query and proactively identifying any future benefits or requirements the customer might have
• Aligning with our company values, promoting a collaborative approach to continuously improving our customer service experience

Whats in it for you:At South West Water, we dont all do the same job, but we each get out of bed in the morning knowing that every day is a chance to make incredible things happen, together. In return for our peoples hard work and commitment, we offer an excellent range ofbenefits:

• Generous holiday allowance plus bank holidays
• Localised incentives and weekly recognition
• Subsidised on-site Costa
• Coaching, training and development opportunities
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• 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
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodaphone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension
• And plenty more!

Closing Date: Sunday 26th February 2023Please 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:

• Trusted - We do the right thing for our customers and stakeholders.
• Collaborative - We forge strong relationships working together to make a positive impact.
• Responsible - We keep our promises to our customers, communities, and each other.
• Progressive - We are always looking for new ways to improve and make life better.

Keyskills :
Customer CareCustomer ServiceDigital CommunicationDiversityPermanent Basis