Do you have a passion for great customer service? Bristol Water is looking for a full-time Customer Advisor to join our Customer Hub.
This is a fantastic opportunity for you to join us working various shifts to help ensure each and every customer’s experience is a great one!
What’s in it for you?
* Up to 5% bonus
* Additional standby allowances and payments
* 31 days holiday including bank holidays
* Opportunity to buy or sell annual leave to offer you extra flexibility
* Hybrid working opportunities once fully trained
* Free car parking for when you’re in the office
* Invest in Pennon Group plc through our employee share schemes
* Support with your wellbeing, and a free, confidential Employee Assistance Programme
* Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms, and much more through Perkbox
* Competitive Contributory Pension scheme
* And plenty more
What will you be doing?
As an Operational Customer Advisor, you’ll be passionate about ensuring that customers always receive the best possible service. If you live in our supply area, they’re all your friends and neighbours after all.
Working in a small and supportive team, this varied role will require excellent customer service skills and the ability to react quickly in an empathic and calm manner.
You’ll be providing advice and guidance about a variety of issues, ranging from water pressure and water quality questions to emergencies within customers’ homes, or simply keeping them updated about progress and checking satisfaction levels.
Day to day you’ll be…
* Answering telephone, email, and written enquiries and complaints as quickly as possible to help our customers.
* Working through varied customer enquiries by either offering advice and information where possible or by referring the enquiry to the appropriate department.
* Keeping the customer informed at all stages of the investigation into their query so they’re informed and have a realistic expectation of the timescale for resolution.
* Helping to maintain our high standards of customer service.
* Processing Bristol Water’s Customer Promise and GSS Payments to the customer accurately and on time.
* Keeping up to date with operational water processes and water quality issues so you can give advice and reassurance to customers.
* Proactively keeping customers informed of interruptions to their water supply.
* Recording all activity to comply with regulation set by OFWAT.
* Maintaining and updating the Special Needs and Vulnerable Customers register.
* Being available to work on a standby basis one week in every six outside of usual working hours when called on in emergencies, with additional payments for you.
What we’re looking for…
* Some experience supporting customers (training will be provided).
* Confident working on the computer.
* Excellent written and verbal communication skills.
* Empathetic approach.
This is a full-time role working an average of 38 hours per week covering various shifts over each 6-week period to help ensure our customers are supported.
Our core values which are essential to our success are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best every day. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive progress. Own the challenge.
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