Customer Advisor

Severn Trent; Leicester; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Salary

Holiday entitlement

Annual bonus

Family leave

Pension scheme

Sharesave

Training & development

Electric vehicle scheme

Volunteering days

Job summary

Severn Trent is hiring a Customer Advisor at Leicester Water Centre to talk to customers by phone and email, resolving queries end to end with care. You’ll join a 12-person team, work 37 hours per week, with shifts 8:00–18:00, Monday to Friday, in a busy, customer-focused environment.

Starting 1 February 2027, you’ll complete a 4-week training programme and be supported to develop in a collaborative, in-person team culture that values service excellence and community impact.

Qualifications

• Talk to customers over the phone and via email, resolving queries end to end.
• Be a team player, think on your feet in a fast-paced environment, and take ownership of customer issues.
• Commit to delivering great customer service with a caring attitude and positive approach.

Responsibilities

• Talk to customers over the phone or via email to resolve queries.
• Own customer queries end to end with no hand-offs to other departments.
• Contribute to a friendly, collaborative team culture and improve service processes.

Job description

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 for employee engagement, and we’re equally proud of our strong Glassdoor score - reflecting how much our people love working here. Join us to make 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

Customer Advisor you’ll chat to customers over the phone and via email 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.

Where you’ll work

You’ll be based at our site at Leicester Water Centre. You’ll work within a dedicated team of 12 and build a real team spirit! With this being such a critical role, we’re looking for someone who can join us 37 hours a week, working across a range of shift pattern between 8:00am to 6:00pm Monday to Friday.

Start date and training

WE ARE CURRENTLY RECRUITING FOR YOU TO START WITH US ON 1ST FEBRUARY 2027. YOU WILL GO THROUGH A 4 WEEK TRAINING PROGRAMME AND NEED TO BE ABLE TO ATTEND EVERY DAY (MONDAY TO FRIDAY 9:00AM - 17:00PM).

How We Work

You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

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. We’ll be looking for you to have 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 us delivering great customer service, you need to help us change it and you’ll need to be committed to owning customer queries end to end with no hand off to another department. 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 we know diverse minds, experiences and backgrounds help us to 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

Benefits

• A salary of £27,495.68, 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