Customer Care Advisor

7 days ago

Bristol, United Kingdom Bristol Water Full time

Are you passionate about customers and want to deliver a good service? We have a permanent position to join the Customer Care Advisor team at Bristol Water.
**What will you be doing?**

This role is part of the Customer Care team which has two key aims: to track all customer raised jobs, ensure SLAs are achieved and where not, proactively update the customers to resolve and respond to all customer complaints. The role works across all the household customer teams.
**Day to day you’ll**
- Keep the customer informed at all stages of the investigation into their query.
- Record all activity to comply with regulation set by OFWAT.
- To use proactive communications to keep customers informed of any changes to their water supply.
- To ensure complaints are recorded and responded to in line with the CC Water and C-MeX guidance and challenge anyone not following process.
- Collect and analyse all closed complaints and prepare information to share with the senior management team.
- Track all customer raised jobs, ensure SLAs are achieved and where not proactively update the customers.
- Answer incoming contacts to Operational Customer Services when needed in line with CMeX guidance.
- Assist the Contact Centre Manager in preparation for 6 monthly audit.
- Support other areas of the Customer Hub where required.
**What we’re looking for...**
- Customer Service skills
- Communication skills (written and verbal)
- Accuracy and attention to detail
- Computer literate, ideally experience using SAP or similar
- Problem solving

Above all, you will need to demonstrate our competencies and core values: TRUST, SUPPORT, ACCOUNTABILITY, RESPECT, PROFESSIONALISM, PRIDE and AMBITION.
**What’s in it for you?**

As well as a great opportunity to develop your career, the role offers:

- 5% bonus
- 23 days holiday, plus bank holidays
- Entry into the company pension scheme
- Flexible, supportive friendly working environment
- Opportunity for some home working
- Onsite parking, when you’re in the office
**Why Bristol Water?**

Bristol Water provides water to over a million customers in the Bristol area, this equates to over one thousand square miles and 264,000,000 litres of water supplied every day

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 don’t just give people water. We keep them healthy and help them grow. People are the reason we work around the clock and test our water hundreds of times every day.

We’re here to have a positive impact on people and the planet for generations. Without people, it’s just water. With water, families flourish, businesses grow, and people create.

We’re a morning cuppa, that well-deserved bubble bath (although we’d prefer a four-minute shower), and that cold Friday pint after a long week.

We’re full of colour, pride and spiritjust like our small patch of the planet.
**We’re local**

We’ve been here for generations, we served your great-great-great grandparents (if they lived in Bristol, anyway).

Almost everyone who works here, also lives in the area.

We were born out of the needs of Bristolians and we’re still part of that today. So, we do what we do for ourselves, our families, our friends our people.
**We’re nimble**

Did you know we’re one of the smallest water companies in the UK, and we love it

It means we’re closer to people and we can do the things that matter. Being small means, we can be responsive. We punch above our weight, leading the way. We show others how it’s done and have big opportunities for our staff.
**We’re in it together**

We’re stronger when we work together. Our willingness and desire to collaborate is our secret to success.

**For the planet**

We’re on a mission to save the planet from pollution and waste. We aim to make every bit of the environment we touch better.
**Bristol Water. It’s what we’re made of.**

Our purpose - To have a positive impact on society and the environment to build trust beyond water.

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