Customer Advisor

SevernTrentLife; Birmingham; On-site; GBP 27,000; Full time

Job summary

A leading utility company in Birmingham is seeking a Customer Advisor to provide excellent customer service over the phone and email. You'll resolve inquiries, engage with team members, and contribute to a supportive team culture. The position offers a competitive salary, annual bonuses, and various benefits, alongside opportunities for personal development. Ideal candidates will possess strong communication skills and a positive attitude.

Benefits

Salary of £26,412.75 with annual increases

25 days holiday plus bank holidays

Annual bonus scheme up to £1,500

Family-friendly policies

Leading pension scheme

Dedicated training and development

Electric vehicle scheme

Two paid volunteering days per year

Qualifications

• Ability to communicate effectively with customers over the phone and via email.
• Capability to own customer queries end to end.
• Demonstrated character, positivity, and a caring attitude.

Responsibilities

• Resolve customer queries over the phone or via email.
• Engage with other suppliers as necessary.
• Contribute to building a team spirit and collaborative culture.

Skills

Customer service orientation

Ability to think on feet

Team player

Confidence in decision-making

Job description

Overview

LET’S CUT STRAIGHT TO IT

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

Responsibilities

As a Customer Advisor, you’ll chat to customers over the phone and via email while being given the freedom to help them in a way you would like to be helped. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them. You’ll be based at our Edgbaston site in Birmingham, work within a dedicated team of 12, and contribute to building a real team spirit. You’ll join a caring culture that collaborates to achieve, grow, and develop, with a 37-hour week across a range of shift patterns between 8:00am and 6:00pm, Monday to Friday. Training is a core part of the role, with a four-week programme required to start on 5 January 2026 and attendance expected every day.

You’ll resolve customer queries over the phone or via email, potentially engage with other suppliers, and be a team player who believes that everyone wins when the team wins. You’ll be empowered to think on your feet in a fast-paced environment, own customer queries end to end with no handoff to another department, and drive changes to deliver great customer service.

There’s a lot to learn and lots of work to do. You’ll be supported to build your knowledge and development throughout your time with us. We welcome people from all walks of life and celebrate individuality, because diverse minds, experiences and backgrounds help us to learn and better serve our communities.

What we’re looking for

Text is as follows: WHAT WE’RE LOOKING FOR As we’ve said, you’ll be talking to our customers over the phone or via email, resolving their queries and perhaps engaging with other suppliers too. You’ll be a team player – nobody wins unless we all win.

You’ll need the ability to think on your feet in a fast-paced environment and have the confidence to be empowered and make your own decisions. If something is getting in the way of delivering great customer service, you’ll help us change it and own customer queries end to end with no handoffs.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome people from all walks of life and celebrate individuality, as diverse minds, experiences and backgrounds help us learn and better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

How we’ll reward and care for you in return

It’s not just a job; it’s a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you’ll contribute to the environment and community too. Here are some of our favourites:

• A salary of £26,412.75, with a company pay increase each year
• 25 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £1,500, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome ASAP and then you’ll be asked to do an online assessment, so please keep an eye on your emails and complete the assessment and we’ll go from there.

INDCUS