Customer Advisor

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

Job summary

A leading water services company is seeking a Customer Advisor to engage with customers primarily through digital channels. The role involves resolving customer queries and handling issues from start to finish without transferring customers to other departments. Candidates should possess a positive attitude and strong problem-solving skills. A range of benefits is offered, including a starting salary of £26,412.75, 25 days of holiday, and committed training and development opportunities.

Benefits

Salary of £26,412.75 with annual increase

25 days holiday + bank holidays

Annual bonus scheme

Leading pension scheme

Sharesave option

Dedicated training and development

Electric vehicle scheme

Family-friendly policies

Two volunteering days per year

Qualifications

• Positive attitude and caring disposition.
• Ability to think on your feet in a fast-paced environment.
• Commitment to end-to-end customer service.

Responsibilities

• Engage with customers through WhatsApp, email, and phone.
• Resolve queries and deliver end-to-end customer service.
• Adapt to rapid changes and bring solutions.

Skills

Customer service

Problem-solving

Communication

Team player

Adaptability

Job description

EVERYTHING YOU NEED TO KNOW

Our customers are our priority - we’ve done away with traditional departments and ‘computer says no’ mentality to make sure we’re there to support our customer’s and answer their every question. We provide exceptional service, with a goal to deliver outrageously good customer service.
You won’t believe it until you start working here. We try to explain it during the application process and through our ‘Getting to Know You Days’ but really, until you’re immersed in our culture, you’ll realise you’ve never worked anywhere like it.

At Severn Trent Water you’re not a number. You're a human and we treat you like one. And that’s how we want our customers to feel too. We want you to help our customers - like genuinely help. We want you to think outside the box and be able to make out of the box decisions on how best to help our customers – no policies and no red tape - Crazy huh?

WHAT YOU’LL BRING TO THE ROLE

You’ll chat to customers predominantly through our WhatsApp and social platforms but then also Trustpilot and emails. To find the best and speediest resolution for our customers though, sometimes you will need to proactively call customers as well. What we know is, you’ll get plenty of opportunities to speak to our customer whilst, 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. We want great people who do more because we care.

Your colleagues will be some of the most amazing people you’ll be lucky enough to call friends. They’re an enthusiastic, determined, curious crew who love making waves in the water industry who share our mission to humanise customer experiences to make them amazingly brilliant.
We don’t lie - it’s not easy. Learning in a fast-paced, ever-changing environment isn’t for the faint-hearted. Every day you will come across problems not seen before, and you’ll be tasked with bringing about solutions. So, expect the unexpected. Ask questions, drive change, and share your ideas.

There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. But don’t worry, we’ll help you build your knowledge and be committed to your development.

And when it comes to the skills and experiences we’re looking for, don’t get too hung up on that. We’re just looking for people with the right character, positivity, and a caring attitude – and welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities.

THE ROLE OF A CUSTOMER ADVISOR (Digi Ops)

• Talking to our customers via WhatsApp, email and digital channels, resolving their queries and perhaps engaging with other suppliers too. You’ll also talk to our customers over the phone when required too
• Taking full responsibility for all issues that you come across, you’ll be delivering end to end customer service. Gone are the days of customers getting stuck in a never-ending loop of being transferred between departments, you’ll be fully trained in every aspect of the customer experience and be able to help with any problem.
• Every day, you’ll be tasked with bringing about solutions while keeping up with rapid fire change as we grow.
• You’ll be a team player – nobody wins unless we all win.
• Ability to think on your feet in a fast-paced environment.
• Confidence to be empowered and make your own decisions.
• If something is getting in the way of us delivering great customer service, you need to help us change it.
• Committed to owning customer queries end to end with no hand off to another department.

WHAT’S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.

With that in mind, here are just some of our favourite perks that you’ll get being part of the Seven Trent family:

• 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 per annum based on company performance)
• 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
• Family friendly policies (including, a year off fully paid maternity and adoption leave)
• Two volunteering days per year

So, don’t worry if you haven’t worked in the water industry before, we’re just looking for people who want to be the difference for our customers joining us as a Customer Advisor (Digital Operations team).

Heard enough? Apply here.

This role will be based in our contact centre at Severn Trent Centre, Coventry. You’ll be office based, working 37 hours per week covering our operating window of Monday to Friday 8am – 8pm and Saturday and Sunday 9am – 5pm. Within this window you will have a 5‑week rotating pattern that will only see you work 1 weekend in 5.