Customer Advisor

7 days ago


Durham, Durham, United Kingdom Northumbrian Water Full time

About the role

At Northumbrian Water we want all of those we serve to enjoy an unrivalled experience and for all customers to have an equal voice. We always seek to offer friendly, proactive and high quality service, whatever the query our customers have.

Providing an unrivalled customer experience is essential to us, as our aim is to treat all customers fairly and consistently, to provide experiences that demonstrate respect and empathy always. That's why the approach of our inclusivity strategy is so important. We are building on the range of support that is already in place, always aiming to make sure that our people consider how best to serve every single customer. As we have developed our business plan for , we have made sure our customers have been involved in order to help deliver an outstanding service.

Working as part of a team of Customer Service Advisors, you will provide the business with your expertise in supporting the metered billing process. You will play a pivotal role in helping the business achieve some of our ambitious objectives by investigating high and low consumption by having quality conversations with our customers and reducing potential 'bill shock'.

This role is primarily making outbound calls to our customers.

Metered Billing core hours are currently Monday to Friday 8am to 5pm.

We are passionate about customer service and we are looking for flexibility from our customer advisors to be able to cover Monday - Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-5pm, when required.

About you

Our Customer Service Advisors are positive, enthusiastic people who are passionate about delivering an exceptional customer experience, therefore, we are looking to speak to people who have a track record of delivering great service.

From our engagement with customers to create our strategy for our unrivalled customer experience, we knew that customers want to be made to feel special. That's why we are looking to speak to people who have a track record of delivering great service.

Previous telephony experience is essential with excellent communication skills, and a real drive to wow our customers.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation. We have our colleague network groups, including Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks too.


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