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Customer Service Advisor

3 months ago

Newport, Newport, United Kingdom Wales & West Utilities Full time


Location
Newport

Salary
£25,266 rising to £31, % shift allowance

Contract
Permanent (Full Time)

Closing date
5th August 2024

Working hours
37 hours per week Monday – Friday on 3 rotating shifts - 8am-4pm / 10am-6pm / 12pm-8pm. There is also an opportunity work voluntary overtime on Saturdays.

Accessibility

We know that reading through job adverts can sometimes be a lot to take in, so to help make things easier, we have added a digital accessibility tool to the top of the page where you can access an audio version of this advert, change the language, font size and colour and some other tools you may find helpful. To access click on 'Recite me' at the top of this page. Our dedicated recruitment team are also available to provide any further support.

Who are we?

We are a gas distribution business that services the gas infrastructure across Wales and the south-west of England. We serve our customers and communities with safe, reliable and affordable energy services whilst investing to create a sustainable future to deliver our carbon-free vision for 2050.

What we're looking for?

We're looking for Customer Service Advisors to provide a range of administrative services to Customer Services and contribute to the achievement of the business-wide objectives.

The Customer Service team are the first point of contact for more than 100,000 customers a year therefore, experienced, knowledgeable, professional, customer focused advisors are essential to represent our company at this crucial point.

We'll trust you to:
  • Answer incoming calls and respond to customer's emails, social media posts, texts and live chat on a flexible basis which could include some evenings and Saturdays
  • Manage and resolve c-ustomer complaints within D+1 (no more than 2 days)
  • Provide a high level of customer service to both internal and external customers
  • Create written reports and letters for our customers upon demand
  • Remain compliant with our strict GDPR regulations, ensuring the personal information of our customers is handled responsibly

You can read a full job description here.

You'll need to have:
  • Excellent communication skills, both written and oral
  • The ability to use Windows 10 applications such as Microsoft Word, Exec, PowerPoint, and Outlook as well as MAPS
  • The ability to manage time and prioritise workload
  • Confidence in dealing with internal and external customers

We would also love to hear about anything else you feel you could add or bring to the role

As we are a safety critical organisation, all offers of employment are subject to pre-employment drug & alcohol screening.

What's in it for you?
  • A competitive salary starting at £25,266 rising to £31,583
  • A 13.5% shift allowance on top of your salary
  • Additional earnings through voluntary overtime on Saturday's
  • Hybrid working
  • 25 days annual leave plus bank holidays
  • Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% - totalling 15%
  • 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
  • "Choices" flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
  • Access to our Financial Wellbeing Programme - allowing you to manage your benefits flexibly to suit your financial needs
  • Enhanced pay for parental leave
  • Retail discounts and cashback scheme
  • Annual salary review
  • Discretionary annual bonus
  • Company Sick Pay
  • In-house Occupational Health Team
  • Employee Assistance Programme
  • Comprehensive training
The way we do things

Wales & West Utilities is a values-based business. You can find out more here.

Interested?

If you think you'd make a good addition to the team, we would love to hear from you

To apply, click the link below.

If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at or on

You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.