Customer Experience Advisor

Avove Utilities; North East; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK utilities firm is seeking a skilled Customer Experience Advisor. This full-time role in Durham includes a hybrid work model, requiring on-site presence 3 days per week. The candidate will engage with customers and stakeholders, ensuring exceptional service and contributing to community initiatives. Excellent communication and IT skills are vital, with a background in customer support preferred. Competitive salary and benefits are provided, promoting work-life balance and professional growth.

Benefits

24 days holiday plus bank holidays

Company pension scheme

Private GP Helpline & Health Cash Plan

Avove Discount Scheme

Employee assistance programme

Volunteering days

Charity matched giving

Qualifications

• Proven track record in a customer support role.
• Experience in the utilities sector is desirable.
• Strong people management abilities.

Responsibilities

• Engage with customers via phone, email, and in-person.
• Deliver outstanding service and manage time effectively.
• Handle complaints and take ownership of challenges.

Skills

Communication

Customer service

Empathy

Time management

IT skills

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.

At Avove, we don’t just offer employment we offer opportunity. As a vital part of our team, you will be empowered to grow professionally through full training, hands‑on experience, and continuous development. We believe our people are the backbone of our success, and we reward great work with competitive benefits and a supportive, inclusive environment where you can truly be yourself. Join us in shaping exceptional customer experiences and take the next step toward a fulfilling career where your potential is recognised and your ambition is encouraged.

This is a full‑time permanent role and will be based at our office in Durham along with working from home on a hybrid basis. You will be required to work in the office or on site 3 days a week. This role does require you to have a full driving licence as you will be expected to travel within the region.

About The Role

Are you passionate about people, communication, and making a real difference in your community? Join us as a Customer Experience Advisor, where you will be at the heart of delivering exceptional service, building trust with customers and stakeholders across the region.

As a key ambassador for our programme of works, you will proactively connect with customers/stakeholders to share appointment details, listen to their needs, and ensure every interaction is smooth, respectful, and tailored. From access arrangements to structural concerns, you will capture every detail that matters.

Your day will be dynamic, engaging, and full of opportunities to make a positive impact:

• Engage with customers/stakeholders via phone, email, in‑person, and online platforms, always with empathy and professionalism.
• Deliver outstanding service to both internal and external customers, ensuring satisfaction is not just met, but exceeded.
• Manage your time effectively, prioritising tasks and responding swiftly to enquiries.
• Keep our systems updated, ensuring accurate records and timely escalation of issues.
• Take ownership of challenges and see them through to resolution.
• Handle complaints with care, resolving them within KPIs and SLAs while maintaining our reputation for excellence.

More Than Just a Job – A Role with Purpose

This is not just about customer service, it’s about creating social value. You will contribute to initiatives that support:

• Environmental sustainability
• Biodiversity
• Community engagement
• Financial wellbeing
• STEM education

Innovation and collaboration are at the core of everything we do. You’ll be encouraged to bring fresh ideas and help us build a service that’s not only efficient but truly exceptional.

About You

Are you a skilled Customer Experience Advisor with strong people management abilities and the capability to communicate clearly and professionally, both in writing and verbally? The ideal candidate will possess excellent IT skills, particularly with Microsoft Office applications such as Word, Excel, and Outlook, and have a proven track record in a customer support role. Previous experience in the utilities sector is highly desirable, as it will help you navigate the unique challenges of our industry. You will be responsible for managing customer interactions with empathy and professionalism, ensuring that all concerns are addressed promptly and effectively while maintaining strong relationships with both customers and stakeholders.

What’s in it for you

We offer a rewarding salary that is tailored to your skills and experience. But that’s not all! We celebrate hard work and give recognition to our colleagues. In addition to this, we understand that one size doesn’t fit all so everyone has access to a variety of flexible benefits that work for you.

• 24 days holiday plus bank holidays
• Company pension scheme
• Life assurance
• Private GP Helpline & Health Cash Plan
• Avove Discount Scheme
• Family friendly policies
• A selection of lifestyle benefit options
• Financial wellbeing programme
• Employee assistance programme for health and wellbeing and onsite mental health first aiders to support our colleagues
• We love to give back so we offer you volunteering days in your community and charity matched giving where we will boost your fundraising.

About Us

We design, build and maintain the UK’s utilities infrastructure to help transform local communities for the better. We provide cutting‑edge and sustainable engineering solutions and play a critical role in helping to keep the water running, the lights on and people connected.

We are an expert, responsible and agile partner, providing vital services to water, power and telecommunications sectors. We work closely with our clients to help protect and improve their assets, enhance customer experience and protect the natural environment. Everything we do is designed to drive continual improvement and move life forward.

We are proud to work in partnership with leading utility providers, including Severn Trent, United Utilities, Yorkshire Water, Northern PowerGrid, Northumbrian Water Group, Scottish Power Energy Networks and Scottish Water.

Equal Opportunities Employer

We welcome applications from candidates of all races, genders, disabilities, religions, ages and sexual orientations. We know that having a diverse workforce encourages new perspectives, inspires creativity and creates an engaging workplace and we are committed to creating an inclusive environment where all colleagues can thrive. When it comes to inclusion, we’re making sure we keep up the progress with our Communities of Practice, who help us do just that.

What next

We encourage you to apply for this role as soon as you can. We recognise talent waits for no one, so we progress candidates individually through all stages of recruitment process.

If you have any questions, please reach out for an informal discussion.