Customer Service Advisor

As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer.

As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer. Acting as the primary point of contact throughout each case, you will manage a varied caseload, investigate concerns, review evidence and work with all parties involved to achieve fair and reasonable outcomes.

This is a highly casework-focused role requiring strong judgement, attention to detail and the ability to balance empathy with impartial decision-making. You will be responsible for progressing cases from initial referral through to resolution, gathering and assessing information, identifying key facts and ensuring every customer receives a fair, consistent and professional service throughout their journey.

Key Responsibilites

• Manage a personal caseload from referral to resolution, ensuring timely progression and accurate record keeping
• Investigate complaints through gathering, reviewing and analysing information from customers, water companies and other relevant parties
• Assess evidence objectively and provide balanced, evidence-based recommendations and guidance
• Act as the dedicated point of contact throughout the life of a case, providing updates and managing expectations
• Liaise with water companies and retailers to obtain information, challenge decisions where appropriate and support effective outcomes

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

To be considered for this role, please click on the link provided.

Feedback will only be provided if you attend an interview or assessment.