Customer Support Advisor

Salary

**Up to £32,500 depending on experience**
- Location

**Lowestoft, Suffolk**

**About the role**

**Customer Support Advisor**

**Full Time preferred, part time considered**

**Permanent and Fixed Term opportunities available**

**Salary - North - Up to £32,500**

**Location - Lowestoft, Suffolk/Hybrid Working**
- Interviews for the role will take place WC 12th May 2025._

**About the role**

We’ve got a fantastic opportunity to join us as a Customer Support Advisors, in our customer billing team.

Primarily you’ll be working with the Team Managers, to support our colleagues and customers. Taking incoming calls and messages as well as face to face support, to help with complex queries, handle escalations and manage real time complaints, ensuring we deliver a positive customer experience through to resolution.

You’ll help reduce the volume of queries, complaints or escalations and support wider team development through highlighting any themes or trends.

You’ll ensure the delivery of an exceptional customer experience, which may mean supporting our frontline in busy times.

Supporting the introduction and on boarding of new team members, helping them to embed their learning in a buddy capacity as well as supporting team managers with ongoing coaching is also an important part of this role. You’ll have the opportunity to influence and shape their development in customer excellence.

**About you**

You’ll need to be competent in the use of the areas IT system, for example Customer Care and Billing System (CC&B), Genesys and Microsoft office. Ideally, you’ll have a strong awareness of the area’s compliance, safety, and other customer signposted services: GDPR, DPA, GSS, Priority Services Register, Affordable services, inclusivity and health and safety.

It would be great if you had experience of coaching techniques and an understanding of the quality checking process and how this can be translated into trends and constructive feedback. You’ll also need to have excellent written and verbal communication skills, along with letter writing and telephone skills
- Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work._
- Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity._- Please note this role will require a DBS to be completed prior to employment_

**About us**

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

**NWG at a glance**:
**Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.**
- We do this by providing reliable and affordable water and wastewater services for our customers._
- We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business._

**Our vision is to be the national leader in the provision of sustainable water and wastewater services.**To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

**Our benefits**

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

- Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
- Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
- Free access to local attractions.
- A fantastic discount scheme, with savings on days out, shopping, travel and more.
- Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
- Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme.
- Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
- Support with your development - we offer