Contact Centre Adviser

water2business; Nailsea; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading water service company in Nailsea is seeking customer service advisers to deliver exceptional support to business customers. The role involves handling inbound calls and emails, ensuring a memorable service experience. Ideal candidates will possess strong communication skills, a positive attitude, and the ability to work both independently and as part of a team. This position offers a range of benefits, including annual leave and a performance related bonus, in a collaborative environment.

Benefits

25 days' holiday rising to 28

Up to 20% combined pension contribution

Performance related bonus up to 10%

Health Plan

Life assurance up to eight times salary

Qualifications

• Positive can-do attitude and enthusiasm to learn new skills.
• Strong customer focus and ability to make interactions memorable.
• Willingness to adapt, respond to change, and demonstrate resilience.

Responsibilities

• Answer inbound calls and respond to email queries about water bills.
• Engage with customers via telephone and email to deliver excellent service.
• Work collaboratively within a supportive contact centre environment.

Skills

Customer focus

Excellent communication skills

Problem-solving

Adaptability

Teamwork

Job description

We are looking for customer service advisers to deliver a first‑class experience in our contact centre which is at the heart of our business.

What You’ll Do

The contact centre is the first point of contact for many of our business customers, you will be answering inbound calls and responding to email queries about their water bills. You will interact with regional water companies and be multiskilled in a variety of other day‑to‑day tasks.

We are all about customer experience, so you will engage with customers via telephone and email, always delivering memorable customer service. As you live our values with our customers, we will invest in your development through regular 121s, coaching and skill building.

From interview to offer we will keep you updated every step of the way. On day one, you'll receive a warm welcome from your new team.

Our contact centre customer service adviser roles are Monday to Friday. We're an office‑based team, which means you'll benefit from daily face‑to‑face interaction with your colleagues and team leader in a supportive and collaborative environment. After your initial training period, you'll have the option to work from home one day per week, if that suits your working style.

What You’ll Need

Our values are Expert, Trusted, Engaging and Helpful, and as someone who can deliver great customer service through building rapport via our communications, we know you will have a positive can‑do attitude, enthusiasm to learn new skills and the ability to exceed both your own and our customers' expectations. You have a strong customer focus and the ability to make every interaction memorable for our customers.

You also have excellent communication skills, both written and verbal, a willingness to adapt and respond to change and the ability to problem‑solve and use your initiative and you will need to be able to demonstrate resilience and reliability, working to department targets.

You enjoy being part of a team and working with others but are also able to use your own initiative and assess information to confidently make and implement decisions. You have the ability to think outside the box, put forward suggestions and are constantly looking for new ways you can develop yourself and the business.

What You’ll Receive

We offer a wealth of both financial and non‑financial benefits, including:

• 25 days' holiday rising to 28 with length of service
• Up to 20% combined pension contribution
• Opportunity to buy or sell holiday
• Pay increase yearly rewarding your first three years of service
• Performance related bonus of up to 10%
• Health Plan supporting you with your healthcare costs
• £1000 'Refer a friend/family' scheme
• Life assurance of up to eight times your salary
• Sustainable benefits including electric vehicle and cycle2work schemes
• A range of family friendly policies including enhanced maternity and paternity leave
• Paid community day
• Cashback and discounts from over 3,000 retailers

Who We Are

water2business, the highest rated water company on Trustpilot, provides billing, account management and customer service to business customers across England and Scotland. Based in Nailsea, we serve over 85,000 customers and provide leading levels of service through our fantastic customer teams. We pride ourselves on the fact that both our customers and our people are at the heart of everything we do.

We pride ourselves on being an inclusive and engaging place to work. Our annual People Promises are based directly on feedback from our team members. Our committees and working groups including Health and Wellbeing, Mental Health First Aiders, Meet4menopause, LGBTQ+ alliance, Carers Network and our Working Parents group are all populated by our own people.

In this role you will benefit from our coaching and mentoring framework and numerous learning and development initiatives from our award‑winning team. We take your career, happiness and general wellbeing seriously.

We have signed the Armed Forces Covenant and are a Disability Confident committed employer; please let us know if you need any additional support or help to assist you in your application.

All our roles are subject to disclosure and barring screening (DBS) checks and successful candidates will be asked to disclose details of any unspent cautions or convictions. We recognise the contribution that people with criminal records can make, and any information given will be confidential and considered on an individual basis.

All candidates are required to provide us with right to work in the UK documentation and, regrettably, we are not able to offer sponsorship at this time.

We are popular and we may close our advert sooner than it says. We recommend you apply straight away so you don't miss the opportunity to join us!