Contact Centre Agent

Customer Service Advisor / Customer Contact Centre Opportunities

Full Time / Permanent / £24,570 / Office Based / Stoke-on-Trent

Do you have previous Customer Contact Centre experience? Are you looking for a customer service contact centre role with NO EVENING and NO WEEKEND working, working with an award-winning company?…. Yes? please read on

Water Plus is the UK's largest water retailer for business customers, currently with around 350,000 business customers - and we are continuing to grow. We are further increasing the number Customer Service Advisors in our Customer Service Contact Centre Team, based in Stoke (ST4 4TW), working Monday to Friday. These are full time, permanent opportunities.

** The start date for these roles is Monday 17th November 2025 **

What's the role?

You will be engaging with our independent business customers (e.g. barbers, solicitors, etc), to help solve their queries through phone or email; ensuring every customer gets the support they require.

So…. how will you provide excellent customer service at Water Plus?

Firstly, if you always remember the customer is at the heart of every action you take, you won't go far wrong. Secondly, upon joining you will undertake a fully comprehensive induction. This induction will help you to better understand Water Plus (including our impressive awards), the service we offer and how we support our customers in-line with our company values.

What will you be doing in your role day-to-day, and what skills will you need to aid your success?

• Talking to our customers to understand their queries & delivering a swift resolution. Therefore, you'll be confident speaking with customers over the phone dealing with queries relating to their accounts, and, at times, professionally handling challenging conversations, escalating when needed. If it gets tricky you will know when to seek support from our brilliant business experts to help you to resolve.
• You will be a team player & collaborate with other colleagues to 'wow' our customers
• Every day could be different; you may need to be curious to resolve complex queries
• You will also be interacting with customers via other methods i.e. emails and it's essential you can accurately record a summary of all interactions and conversations on the customer's digital account, therefore you will need to be computer savvy.

What hours will you be working? #NOEVENINGS #NOWEEKENDS

• 37.5 hour working week - Monday to Friday ONLY
• Your start and finish time will vary on a weekly rota - you need to be able to work an 8hr shift between 8am and 5.30pm. You will be rota'd to start at 8am, 8.30am, 9am or 9.30am . Dependent upon your start time, your shift will finish either at 4pm, 4.30pm, 5pm or 5.30pm - no-one works later than 5.30pm.
• Once you have successfully completed your 6 month probationary period, you will have the option to work from home 1 day a week on a rota basis. No pressure though, you can continue working 5 days a week at the office if you prefer. Flexibility will be required to ensure the needs of the business are met.

We would love to hear from you if you….

• have previous contact centre experience (desirable)
• have a confident telephone manner
• excellent problem solving skills
• have genuine passion for delivering great customer service & making a positive difference to our customers
• are a great team player - we love collaborating with our colleagues
• are flexible and adaptable to change and enjoy working in a fast-paced environment
• are fluent in English with excellent communication skills - written, verbal and listening
• have strong organisational skills, with the ability to prioritise effectively
• have experience using Microsoft (Word, Excel, Outlook) and be able to easily pick up other systems (training will be provided)
• have a strong attention to detail
• have the ability to work with minimal supervision, yet confident to ask for support when required

Does this sound like you? If YES, don't delay in applying, we're waiting to hear from you

What do we have to offer you?

• NO Evenings + NO Weekends
• A competitive salary of £24,570 – equivalent to £12.60 per hour. Water Plus is a 'Real Living Wage' employer, which means we voluntarily pay you more than the National Minimum Wage (£12.21 per hour) and the National Living Wage (£10 per hour). That's right, we choose to pay you more
• 25 days annual leave (pro-rata if you join part way through our annual leave year). Plus never work your birthday – after all, it is YOUR day Plus all Bank Holidays.
• Our annual leave year runs from 1st April to 31st March, you will have the option to buy or sell up to 5 days holidays each February.
• Free parking.
• Free Healthcare cashback Plan (re-claiming for spend on optical treatment or dental care and much more). You can also choose to pay to upgrade your membership to include your partner and children.
• Pension scheme with employer contributions matched up to 6%; Life Assurance.
• Confidential Employee Assistance Programme: we all need support at times, it might be financial guidance or just needing someone to talk to.
• Access to discounts and offers from 350+ top brands.
• Refer a friend scheme – if you know someone who will also be fab at customer service – or another role within Water Plus – tell us about them and you could earn a monetary reward.
• Access to Water Plus Academy to develop personally and professionally, incl support with professional qualifications and study leave.
• Star Awards employee recognition scheme – we celebrate our star performers every month, every quarter AND every year.

Please note: all offers are subject to a satisfactory basic DBS check

What is a Water Retailer and who is Water Plus?

When parliament approved The Water Bill in 2014, it declared that the water market could become competitive for non-domestic customers. It ruled that water wholesalers could no longer provide the retail element for their non-domestic customer. Water Plus is a Water Retailer, and we went live in 2017 as a joint venture between United Utilities and Severn Trent and our customers range from small independent businesses to some of the biggest names in the UK.

A few years on, we are an award-winning trusted water retail partner for around 350,000 non-domestic customers across England and Scotland. Amongst other accolades, we have recently won the UK Customer Satisfaction Award for Sustainable Customer Service for 2025, for our work with customers and employees – the second UK Customer Satisfaction Award we have won in two years.

Please note: We may close the advert at any time, therefore, you are encouraged to apply as soon as you can. If you have any questions regarding your application, please email us at -

Job Types: Full-time, Permanent

Pay: £24,570.00 per year

Benefits:

• Casual dress
• Free parking

Application question(s):

• What is your notice period?
• Please summarise your experience relevant to this contact centre position, including advising why this opportunity attracts you.
• To enable us to plan effectively, please list the dates of any holidays already booked and or have any scheduled appointments e.g. driving test... up until 31st March 2026. Or state N/A if you do not have any scheduled commitments.
• Please briefly summarise your PC skills, highlighting what you use a PC for day-to-day.

Licence/Certification:

• home address close to ST4 4TW (required)
• ability to attend the office Mon- Fri between 8am-5.30pm (required)
• right work in UK without employer sponsorship now or future (required)
• previous experience working in a contact centre environment (preferred)
• PC experience and currently use a computer on a daily basis (required)
• intermediate level experience using a computer (preferred)

Work Location: In person