Customer Advisor

**LET’S CUT STRAIGHT TO IT**:
Our people make Severn Trent a truly exciting and inclusive place to work - a place where you can be yourself and let your skills shine. Our purpose is taking care of life’s essentials, but we’re also big on making a difference to communities and our environment, not just because we should but because we care.

Working within the Customer Service Hub department your time will be spent taking calls from our customers, absorbing what they tell you and then providing the right information. Every call is different; therefore, we’re looking for people who are good listeners, pay strong attention to detail and have good computer literacy skills. As it is a fast-paced environment, the ability to resolve one query and move quickly onto the next is important. With no script, you are encouraged to be your best self. At Severn Trent, we want people, not robots.

**AS A CUSTOMER SERVICE ADVISOR YOUR KEY COMPETENCIES WILL INCLUDE**:

- You put the customer at the heart of everything you do.
- A positive and empathetic approach to resolving customer queries.
- Demonstrate self-control and react positively when working in difficult situations and under pressure.
- The ability to remain calm and neutral in what could be an emotive situation.
- Demonstrate attention to detail, able to spot inaccurate information and inconsistencies.
- Identifies issues, generates workable solutions, and makes rational judgements.
- Ability to listen effectively and gathers all relevant information by questioning, probing, empathising.
- The ability to work well in a team, sharing knowledge, being supportive and team spirited.

Don’t worry if this is something that you’ve not done before as we will provide you with 8 weeks of training, which will ensure you’re well prepared to take calls from our customers about anything and everything.

Due to our focus on offering you the best possible training and to make sure you get the best start to your journey with us, we will not be able to accommodate any holiday during the training period.

**LET'S TELL YOU MORE**:
This role is on a set rota and we have three shifts available:
Monday, Tuesday and Wednesday 10:00-13:00 and then 17:00-20:00.

Monday, Thursday and Friday 10:00-13:00 and then 17:00-20:00.

Monday - Friday 17:00pm - 21:00pm

If you are successful during the recruitment process our dedicated training team will ensure you are fully trained and confident before you are talking to our customers on live calls, the training period will include listening to the typical types of calls you will receive, how to respond to queries and full training of our inhouse system.

**You must be able to work full time during the training period Monday to Friday 9:00am - 17:00pm.**

**WHAT WE’RE LOOKING FOR**:
Of course, it’s important that we attract the right skill and those with the right experience, but we value character, positivity and a caring attitude in equal weight. We want people who show up and roll their sleeves up, and we understand the job isn’t for everybody. Restless spirits who are ready to be part of something bigger, who care, who really care... because when you really care, you’ll go above and beyond.

We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We employ thousands of people from across our community who really care about what they do. Because that is how we do what we do.

And when it comes to inclusion, we’re making sure we keep up the progress with our wonderful working groups
- **HOW WE’LL REWARD AND CARE FOR YOU IN RETURN**:
It’s not just a job you’ll get here, you’ll get a career too. We have a range of benefits that reward and recognise great work and award-winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live. Here’s some of our favourites:

- Competitive salary: £21,236.18 pro rata
- 25 days annual leave per annum pro rata, employees are entitled to an additional one days holiday after 4 years continuous service and 2 days additional holiday after 5 years. You can buy/sell up to 5 days holiday per year
- Fantastic Pension scheme - The company contribution will be twice your contribution (Up to 15% when you contribute 7.5%)
- Comprehensive flexible benefits scheme including discounted goods and services (cinema tickets, restaurants, holidays etc.)
- Income protection covering half salary for up to five years if you are unable to work
- Severn Trent Shares scheme, offering the opportunity to purchase discounted Severn Trent Water Shares

**IT DOES NOT STOP THERE**:

- Annual company bonus
Income protection covering half salary for up to five years if you become unable to work
- Accident insurance
- Volunteering time away to help the local community
- Free parking on-site
- We have r