Customer Advisor

**Customer Advisor**:

- Salary up to £29,270 (depending on experience)- Location Hanningfield, Essex**About the role**

**Customer Advisor**

**Permanent Full time 37 hours per week**

**Salary - up to £29,270 per annum (depending on experience)**

**Location - Hanningfield, Essex**

**About the role**

We have a great opportunity for someone to join our busy **Meter Field Services **team as a Customer Advisor in our Essex region.

Delivering an unrivalled customer experience is critical to success in our business ambition to be national leader within the water industry. This role requires an individual who is demonstrably passionate about providing the best possible levels of customer service.

Once in role you will be supporting our field based staff to deliver a field enquiry and resolution service. This is a busy role with lots of customer contact, so a demonstratable experience in delivering world class levels of service would be advantageous.

You will ideally have a good geographical knowledge of the Essex & Suffolk area along with experience of planning and scheduling work for a busy field based team working to a number of service level agreements.

Your main duties will be:

- Booking appointments with our customers for a Technician visit to take place.
- Planning & scheduling a large field based team’s workload on a daily basis.
- Validating exceptions that may arise as a result of a field visit.
- Monitoring and following up on outstanding issues, ensuring our customers receive a seamless experience.
- Updating and maintaining accurate information on our customer data base (CC&B).
- Providing technical advice to other areas of the business.

The role requires you to work 37 hours per week, working 5 days out of 7, Monday to Saturday between the hours of 07:00 to 19:00.

**About you**

We’re looking for you to be highly organised and experienced in dealing with multiple demands whilst staying calm under pressure, along with experience of working in a customer facing environment and always delivering world class levels of service.

You’ll have proven experience of planning and scheduling work for a very busy field team and be willing to support others where necessary. Experience of working in a target driven environment is essential.

A background in customer service is essential as well as proven experience of communicating both over the phone and in writing. You will use various in-house systems alongside all Microsoft packages, so strong computer literacy skills are essential.

As our office is based at Hanningfield, Essex which is not served by regular public transport, you own transport is essential.

**About us**

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

**Our values**

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.

Our values are:
Results Driven
- We take responsibility for achieving excellent business results.

Ethical
- We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused
- We aim to exceed the expectations of our internal and external customers.

Creative
- We continuously strive for innovative and better ways to deliver our business.

One Team
- We work together consistently, promoting co-operation, to achieve our corporate objectives.

**Colleague benefits**

We’re the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.

To find out more about our benefits, see our benefits booklet attached to this advert.

Eyecare

Discounted Medicals

Employee Assistance Programme

Cycle2work

Buying & selling annual leave

Long service awards

Salary sacrifice car scheme

Computer
Loans

Award winning wellbeing site

NWG savings scheme

Company pension scheme

Pre-retirement workshops

Life assurance

Christmas savings club

Discounts & cashback offers

Qualification loan