Customer Advisor - Meter Field Services

NWG (Northumbrian Water Group); North East; On-site; GBP 22,000 - 26,000; Full time

Job summary

Northumbrian Water Group is seeking a motivated Metering Operations support specialist to help coordinate field-based work, handle customer queries and billing enquiries, and ensure efficient appointment management. You will work closely with field teams to align schedules, resolve issues promptly, and maintain a high standard of customer care.

The role involves supporting meter reading and maintenance activities, assisting customers transitioning to metered tariffs, and managing outbound

Job description

About the role

Are you passionate about delivering outstanding customer service and making a real difference to customers every day? Do you thrive in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity to join our Metering Operations team.

Job Description

About the role

Are you passionate about delivering outstanding customer service and making a real difference to customers every day? Do you thrive in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity to join our Metering Operations team.

This is a brand-new role within a high-performing team that is helping to shape the future of metering across our business. As we continue our journey towards becoming the National Leader in the Water Industry, delivering an exceptional customer experience remains at the heart of everything we do.

We're looking for someone who is genuinely committed to creating positive outcomes for customers and who takes pride in delivering a first-class service. You'll bring energy, enthusiasm and a customer-first mindset, continuously looking for ways to improve both your own performance and the experience of the customers you support.

Working as part of the Metering Operations team, you will provide vital support to our field-based teams, ensuring work is coordinated efficiently and customer needs are met. You will play a key role in managing customer appointments, resolving queries from colleagues and customers, and supporting a range of administrative activities across metering operations.

You'll be involved in a variety of tasks, from supporting meter reading and maintenance activities to handling billing enquiries, metering optant requests and non-household customer queries. You will also manage smart metering-related enquiries, assist customers transitioning from unmeasured to measured tariffs, and make outbound contact with customers regarding customer-side leakage.

Success in this role will come from building strong relationships with colleagues across the wider business, working collaboratively to deliver the best possible service for our customers. Through mutual trust, respect and teamwork, you'll help drive improvements, support operational performance and contribute to a culture of excellence.

About You

We’re looking for you to be highly organised and experienced in dealing with multiple demands whilst staying calm under pressure, along with experience of working in a customer facing environment and always delivering world class levels of service.

You’ll have proven experience of planning and scheduling work for a very busy field team and be willing to support others where necessary. Experience of working in a target driven environment is essential.

A background in customer service is essential as well as proven experience of communicating both over the phone and in writing. You will use various in-house systems alongside all Microsoft packages, so strong computer literacy skills are essential.

Knowledge of our in-house systems CC&B, Temetra, Maximo & OFS is an advantage, however, full training will be given to the right candidate.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity which means bringing your full self to work. We encourage and welcome all applications, as we believe and strive to be an equal opportunity employer committed in having a diverse community represented within all our teams, structures, and organisation. We have our colleague network groups, including Rainbow Support Network (LGBT+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks too.

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, and that female candidates are less likely to apply if they don’t have the full range of skills, however if you have some of the skills listed, we 'd encourage you to apply.