Customer Advisor - Metering Operations

NWG (Northumbrian Water Group); Chelmsford; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Enhanced maternity pay

Enhanced annual leave

Company pension scheme

Digital GP

Employee Assistance Programme

Job summary

Northumbrian Water Group (NWG) is recruiting for a customer-focused Metering Operations role based in Chelmsford. You will coordinate meter readings, support field-based teams, and handle customer enquiries, billing queries and appointment scheduling to ensure excellent service.

You will build strong internal relationships, thrive in a fast-paced environment and contribute to improving customer experiences across meters, tariffs and optant requests.

Qualifications

• Experience in a customer facing environment with world class service delivery.
• Proven ability to plan and schedule work for a busy field team.
• Experience in a target-driven environment and strong IT skills.

Responsibilities

• Coordinate meter readings and maintenance activities with field teams.
• Manage customer appointments and resolve queries from customers and colleagues.
• Handle billing enquiries, metering optant requests and non-household queries.
• Support smart metering enquiries and customers moving tariffs.

Skills

Customer service

Planning & scheduling

Communication skills

Microsoft Office

Tools

CC&B

Temetra

Maximo

OFS

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.

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.

Benefits to include, here’s just a few of them:

• Enhanced maternity pay
• Enhanced annual leave with additional special leave for Christmas Eve and New Year’s Eve
• Company pension scheme
• Digital GP
• Award winning wellbeing website
• Employee Assistance Programme
• Life assurance
• Qualification loans
• Professional subscription
• Buy and sell annual leave
• Discounts and cashback offers