Customer Experience Advisor - Fast-Paced Ops + Benefits

Bristol Water plc; West of England; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

23 days annual leave plus bank/hols

Holiday Buy & Sell Scheme

Competitive Pension Scheme

Life Assurance

Group Income Protection

Enhanced Family Leave

Free On-site Parking

Cycle to Work Scheme

Car Share Scheme

Give As You Earn Scheme

Paid Volunteering Day

Retail and Lifestyle Discounts

Job summary

Bristol Water plc is seeking an Operational Customer Service Advisor to be the first contact for customers facing issues with their water supply. You will deliver a professional, empathetic service across channels, coordinating with operations to ensure a positive customer experience.

You'll protect customer satisfaction, support regulatory requirements, and keep customers informed during outages and incidents. A shift-based role offers training and long-term development in customer operations.

Qualifications

• Previous experience in a customer service, contact centre environment.
• Excellent verbal and written communication with customers.
• Strong problem solving, organisation and ability to manage multiple priorities.
• Experience handling customer complaints and enquiries in a professional manner.
• Ability to stay calm, resilient and customer-focused in a fast-paced environment.
• Strong attention to detail and maintaining accurate records.
• Good IT skills, including CRM systems and MS Office applications.
• Ability to work independently and in a team.

Responsibilities

• Manage customer enquiries and complaints through multiple contact channels, mainly calls.
• Take ownership from initial contact to resolution with timely updates.
• Provide clear advice and promote self-service options where possible.
• Collaborate with operational, planning, scheduling and customer experience teams.
• Maintain accurate customer records and case management in line with standards.
• Resolve complaints at first contact where possible to ensure positive outcomes.
• Process customer compensation payments and service guarantees within timescales.
• Administer Priority Services Register and support vulnerable customers.
• Proactively update customers about planned work, incidents and interruptions.
• Contribute to team targets while maintaining high quality and satisfaction.
• Support standby and out-of-hours rotas as required.

Skills

Customer service experience

Verbal and written communication

Problem solving

Multi-tasking

Calm under pressure

Attention to detail

IT literacy

Microsoft Office

CRM systems

Tools

CRM software

Microsoft Office

Job description

Bristol Water plc is seeking an Operational Customer Service Advisor to be the first contact for customers facing issues with their water supply. You will deliver a professional, empathetic service across channels, coordinating with operations to ensure a positive customer experience.

You'll protect customer satisfaction, support regulatory requirements, and keep customers informed during outages and incidents. A shift-based role offers training and long-term development in customer operations.