Customer Advisor - Call Centre

NWG (Northumbrian Water Group); North East; Hybrid; GBP 19,000 - 25,000; Full time

Job summary

NWG (Northumbrian Water Group) is seeking an Operations Customer Advisor for its Out of Hours team at Northumbria House. You will handle water and wastewater queries with a focus on delivering industry-leading customer service across phone and digital channels.

The role includes 7pm–11pm shifts Mon–Fri, 5pm–11pm on weekends/bank holidays, with a hybrid pattern of home and office work. You will contribute to administrative tasks, support the Digital team with proactive communications, and rotate

Qualifications

• Excellent level of customer service
• Strong communication skills across voice and digital channels
• Flexible approach to working environment
• Team player who can work in a hybrid setup
• Commitment to company values: Customer focused, results driven, one team, ethical and innovative

Responsibilities

• Handle water and wastewater customer queries with care and efficiency
• Support teams with administrative tasks and proactive communications
• Assist the Digital team with customer communications
• Participate in a rotational standby rota
• Attend four weeks of daytime training to be set up for success

Job description

About the role

We’re currently looking for a dynamic and customer focused Operations Customer Advisor to join our Out of Hours team in Northumbria House. You’ll be at the heart of our mission to provide industry leading customer service across our phone and digital channels.

Job Description

About the role

We’re currently looking for a dynamic and customer focused Operations Customer Advisor to join our Out of Hours team in Northumbria House. You’ll be at the heart of our mission to provide industry leading customer service across our phone and digital channels.

You’ll take ownership of water and wastewater queries to ensure that every customer you deal with receives the highest level of service, handling contact with care and efficiency.

This position operates on a rotational schedule, with shifts from 7pm to 11pm Monday to Friday, and 5pm to 11pm on weekends and bank holidays.

Your responsibilities will include supporting our teams with administrative tasks, assisting our Digital team with proactive communications, and participating in a rotational standby rota.

To set you up for success, we offer a comprehensive training program, including at least four weeks of full-time, classroom-based training during daytime hours.

Our team is small and welcoming, following a hybrid working pattern that offers the flexibility of working from both home and our office.

About You

You’ll have exceptional level of customer service and are able to display how you meet our company values: Customer focused, results driven, one team, ethical and innovative.

Display a flexible approach to your working environment and embrace training and support to overcome obstacles and ensure excellent customer service.

A committed and passionate team player, ready to deliver industry-leading customer service and put the customer at the heart of everything you do.

Excellent communication skills are essential as you will respond to customer contact across both voice and digital channels.

Can work flexibly as we are open 7 says a week including bank holidays.