Customer Advisor – Meter Field Services

2 weeks ago


East Hanningfield, United Kingdom Northumbrian Water Full time

About the role

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

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 in activities across both our smart and traditional meter portfolio. 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 region along with experience of planning and scheduling work for a busy field-based team working to a number of different 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). Managing multiple channels of inbound contact (phone, email, post & digital). 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.

Knowledge of our in-house systems CC&B, Temetra, Maximo & OFS is an advantage, however, full training will be given to the right candidate.

Here at Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation.


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