Customer Advisor

Severn Trent Water; Shrewsbury; On-site; GBP 27,000; Full time

Job summary

A leading utility company in Shrewsbury is looking for a Customer Advisor to engage with customers over the phone and via email. The role involves resolving queries efficiently and collaborating within a dedicated team. The ideal candidate will possess strong communication skills, a positive attitude, and a commitment to delivering excellent service in a fast-paced environment. This position includes 37 hours of work per week across flexible shifts and offers competitive salary and benefits.

Benefits

Salary of £26,412.76 with annual pay increase

25 days holiday + bank holidays

Annual bonus scheme up to £1,500

Family-friendly policies

Leading pension scheme

Training and development opportunities

Electric vehicle scheme

Two paid volunteering days per year

Qualifications

• Strong communication abilities for handling customer queries.
• Ability to resolve issues swiftly in a dynamic environment.
• Positivity and a caring attitude towards customers.

Responsibilities

• Engage with customers over phone and email to address their needs.
• Take ownership of customer issues without transferring to other departments.
• Work collaboratively within a dedicated team.

Skills

Communication skills

Problem-solving

Job description

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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

As aCustomer 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.

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 – andwelcome 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.

You'll be based at our Shelton sitein Shrewsbury. 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.

WE ARE CURRENTLY RECRUITING FOR YOU TO START WITH US ON 12th JANUARY 2026. YOU WILL GO THROUH A 4 WEEK TRAINING PROGRAMME AND NED TO BE ABLE TO ATTEND EVERY DAY.

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

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 £26,412.76, 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 after the closing date, so keep an eye on your phone and emails.