Customer Advisor - Billing Call Centre

NWG (Northumbrian Water Group); Lowestoft; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Fully funded training

Pension scheme

Employee benefits package

Job summary

NWG (Northumbrian Water Group) is hiring a Customer Advisor – Billing in Lowestoft. The role is permanent, full-time (37 hours) with hybrid working after probation. You will handle inbound calls, take payments, and guide customers while delivering a high standard of service.

Training is fully paid, and successful applicants will join a supportive team committed to customer satisfaction and continuous development within NWG’s water and utility services.

Qualifications

• Customer-focused background welcomed; full training provided.
• Ability to stay positive and provide solutions in challenging situations.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Answer inbound calls from customers.
• Handle payments over the phone.
• Provide guidance and support to customers.

Skills

Customer focus

Excellent communication

Resilience

Team player

Proactive

IT systems

Tools

IT systems

Job description

About The Role

Customer Advisor – Billing

Permanent, Full time

37 hours

Location - Lowestoft, Suffolk

Salary - Up to £30,000 per annum depending on the experience.

Hybrid working optional (when successfully passing your probation period)

Telephone interviews will take place between 2nd Sept – 5th September.

If successful you will be invited to a face-to-face interview between 7th – 11th September 2026.

About The Role

At Essex and Suffolk Water, we believe in delivering an excellent experience to all our customers. As a Customer Advisor, you will be answering inbound calls, dealing with customer queries, taking payments over the phone, and offering any guidance and support.

About You:

While experience in a similar role is beneficial, it’s not essential. We offer fully paid training to equip you with the knowledge, tools, and confidence to succeed and grow within the role.

We’re looking for individuals with a customer focussed background who are:

• Resilient and able to stay positive in challenging situations
• Excellent communicators with strong interpersonal skills
• Goal-oriented with a drive to achieve positive outcomes
• Solution focused mindset
• Team players who support and uplift colleagues
• Proactive in your approach to work
• Comfortable using IT systems and learning new tools

If you’re motivated, adaptable, and ready to build a rewarding career in customer support then we’d love to hear from you!

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role may require a DBS to be completed prior to employment

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About Us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG At a Glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our Benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

• Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.

About Us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.