Customer Service Advisor

4 weeks ago

Lincoln LN JE, United Kingdom Anglian Water Full time
Job Title: Customer Service Advisor - Call Centre

Salary of £23,143, with formal pay progression up to £24,720

Individual private health care

Virtual GP service for you and your household

Double matched pension scheme

Based in Lincoln - potential for hybrid working after passing probation 

37 hours per week - shifts between Monday and Sunday, 6am to 11pm covering 365 days per year

About the role

Due to the progression of our existing staff, we are looking for people to be the front-line voice of the Operations Contact Centre. You'll be taking inbound calls from customers with operational issues, such as blocked drains or customers experiencing a loss of water supply - and much, much more. Customers are at the heart of our business; so, we need a dedicated and personable team to manage our 6000+ weekly calls.

Life in our call centre is very rewarding, upbeat, and energetic and you'll be surrounded by supportive mentors and team leaders who love what they do

What do you need to be successful

You don't need to have worked in a call centre before, many of our team have come from backgrounds in retail, hospitality, account management and more

  • Excellent communication skills

  • A high degree of empathy to customer needs and circumstances

  • To be confident and passionate about customer service

  • To have resilience in dealing with difficult calls

  • Experience of working to targets or deadlines

  • The ability to use IT systems

  • Adaptability and a willingness to learn

Full training and mentoring package to guide you through your new career

  • Fully paid 3 weeks classroom-based training, alongside a cohort of fellow new agents, with our dedicated training team.

  • A further 5 weeks mentoring with experienced agents.

  • Ongoing support from Team Leaders and colleagues

Where will I work?

Our offices are based in Lincoln and we have free on-site parking.

What hours will I work?

You will work an average of 37 hours per week, with shifts between Monday and Sunday, 6am to 11pm. Bank holiday working will also be required. Due to the importance of the work, the Operations department is open 365 days of the year and successful candidates should have the availability to work on any of these days.

Your shift pattern will vary week to week, although you will be given 3 weeks' notice of your upcoming shift pattern for the next month. After one year to 18 months, we will undergo a preference exercise with you, to try and establish your preferred regular shift pattern, where possible.

As a valued employee, as well as the above, you'll be entitled to : 

  • An assistance line for you and your household to support with Mental and Physical health challenges  

  • Life Assurance (8x salary) and Personal Accident cover (up to 5x salary) 

  • 25 days annual leave - rising with length of service and the ability to buy more  

  • Excellent family friendly policies, such as 26 weeks full pay for maternity / adoption leave, as well as 4 weeks paternity / partner pay. Opportunity for shared parental pay.

  • Relaxed dress code

  • Yearly bonus scheme 

  • Modern, well equipped offices - including on-site canteen, free parking, bike storage, spaces for reflection and prayer, and free tea and coffee.

Find out more about us at: anglianwatercareers.co.uk and anglianwater.co.uk

Inclusion Community

Our customers come from a wide range of backgrounds, and we think our workplace should reflect that. We are committed to making sure all our colleagues feel they belong and are supported to succeed. We have an active Inclusion Community which is a place for anyone interested in diversity and inclusion to connect. We encourage all our employees to get involved in our Inclusion Community, which celebrates our different backgrounds and experiences. The more our workplace reflects our customers, the better service we can provide for them.

Read how our agents experience

'I love working in the Operations Call Centre, as every day brings a new challenge All of my colleagues are great to work with and I enjoy making a difference for the customers that I speak to. The managers are always extremely supportive and fully appreciative of hard work.' - Scott 

Start date: 24.01.25

Closing date: 01.12.24

Telephone roleplay: w/c 09.12.24

Interview dates: w/c 16.12.24

For any queries, please don't hesitate to get in touch with our team at

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