Customer Advisor - Operations (Out of hours)

Northumbrian Water Group plc; North East; Hybrid; GBP 14,000 - 17,000; Part time

Job summary

A leading company in the water sector seeks a dynamic Customer Advisor for its Out of Hours team. The role involves providing top-notch customer service, handling queries related to water and wastewater, and participating in a rotational standby rota. Ideal candidates will demonstrate strong communication skills and a commitment to customer satisfaction.

Benefits

Generous holiday entitlement starting at 23 days pro-rata

Company pension scheme with double matching contributions

Free access to local attractions

Discount scheme on shopping and travel

Wellbeing support including digital GP service

Sustainable travel support through salary sacrifice

Financial wellbeing support including savings schemes

Development opportunities and qualification support

Qualifications

• Exceptional level of customer service.
• Excellent communication skills.
• Flexible approach to working environment.

Responsibilities

• Handle water and wastewater queries efficiently.
• Support teams with administrative tasks.
• Assist Digital team with proactive communications.

Skills

Customer Service

Communication

Teamwork

Job description

Customer Advisor - Operations (Out of hours)

Salary Up to £16,781 depending on experience (Based on part time hours)

Location Pity Me, Durham, County Durham

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 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.

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 an exceptional level of customer service and be able to demonstrate how you meet our company values: Customer focused, results driven, one team, ethical, and innovative.

You should have a flexible approach to your working environment and be open to 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.

You must be able to work flexibly, as we operate 7 days a week, including bank holidays.

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). They provide a safe space for colleagues from diverse backgrounds to participate in valuable conversations that improve 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 organization.

Please note this role will require a DBS check prior to employment.

NWG is an inclusive employer supporting the rehabilitation of offenders. We will not consider candidates with certain unspent convictions to ensure a safe and secure working environment for all.

About us

At NWG, we strive to make Northumbrian Water Group a great place to work. We value Diversity, Inclusion, and Equity and encourage you to bring your full self to work. As an equal opportunity employer, we are committed to a diverse community across our organization.

We recognize that not everyone will have every skill listed, but if you have some of the listed skills, we encourage you to apply.

NWG at a glance

Our purpose: Caring for the essential needs of our communities and environment, now and for future generations.

We provide reliable and affordable water and wastewater services, operate efficiently, and invest prudently to maintain a sustainable and resilient business.

Our vision: To be the national leader in sustainable water and wastewater services. Our five core values guide our actions and decisions.

We’re a great place to work because of our people. Our ‘Tap Into’ benefits include:

• Generous holiday entitlement starting at 23 days pro-rata, plus bank holidays and additional days off during Christmas and New Year’s.
• Company pension scheme with double matching contributions up to 10%.
• Free access to local attractions.
• A discount scheme on days out, shopping, travel, and more.
• Wellbeing support, including access to a digital GP service.
• Sustainable travel support through salary sacrifice cars and cycle schemes.
• Financial wellbeing support, including savings schemes, financial education, and low-cost loans.
• Development opportunities, professional subscriptions, and qualification support.

Our values:

Results Driven: We take responsibility for achieving excellent results.

Ethical: We are honest, responsible, and environmentally conscious.

Customer Focused: We aim to exceed customer expectations.

Innovative: We seek continuous improvement.

One Team: We promote cooperation to achieve our goals.

We are proud of our team and offer various benefits and discounts. For more details, see our benefits booklet attached to this advert.