Operational Customer Service Advisor

2 weeks ago

Bristol, Bristol, United Kingdom Bristol Water Full time

Do you have a passion for great customer service? Bristol Water are looking for a part time 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

What's in it for you?
As well as a friendly, supportive working environment and opportunities for development, the role also offers:

  • Up to 5% bonus
  • Additional standby allowances and payments
  • 31 days holiday including bank holidays
  • Comprehensive training & development plan
  • Opportunity to buy or sell annual leave to offer you extra flexibility
  • Hybrid working opportunities once fully trained
  • 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

What will you be doing?
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 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.


Day to day you'll be

  • 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.

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 part time role working an average of 26.5 per week hours per week covering various shifts over each 6-week period to help make sure our customers are supported.

Initially a 12-month fixed term contract but with potential to extend or made permanent.


Above all, you will need to demonstrate our competencies and core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.

Since 1846, we've been making people healthier and the economy stronger. We've served generations of families and will serve generations to come.

We're here to have a positive impact on people and the planet for generations. We don't 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 don't just give them jobs in water, we keep them healthy and help them grow.


The best of both worlds
We're one of the smallest water companies in the UK. Being small means we're nimble and can achieve things quickly for our customers and our people.

But while we're small, we're 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, you'll 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.

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