Customer Experience Specialist - Enquiries & Resolution

Peoplebank; Exeter; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Clancy is recruiting a Customer Service Officer to support South West Water customers. You will respond to inquiries across phone and email, identify issues and drive timely resolutions, and ensure all interactions are handled with professionalism to maintain high service levels.

You will update internal systems, keep customers informed about progress, and collaborate with internal teams to deliver a consistent experience.

Qualifications

• Excellent verbal and written communication; ability to listen effectively and communicate clearly.
• Empathy for customer issues, remaining calm, patient and professional under pressure.
• Strong organisational skills with the ability to manage a varied workload and maintain accuracy.
• Proficient with IT systems and Microsoft Office, especially Excel.

Responsibilities

• Respond to customer enquiries and requests across a range of communication channels, including phone and email.
• Identify customer issues and work to resolve them in a timely and effective manner.
• Manage complaints with empathy and professionalism, aiming to turn challenging situations into positive outcomes.
• Update internal systems accurately with all customer communications and case information.
• Keep customers informed on the progress of their works and any relevant updates.
• Collect, collate and analyse data relating to customer enquiries and complaints.
• Work collaboratively with internal teams to ensure a consistent and high-quality customer experience.
• Keep customers informed about upcoming and ongoing work through regular letter updates.

Skills

Verbal communication

Written communication

Empathy

Problem solving

Organisational skills

IT systems

Microsoft Excel

Tools

Microsoft Excel

Job description

Clancy is recruiting a Customer Service Officer to support South West Water customers. You will respond to inquiries across phone and email, identify issues and drive timely resolutions, and ensure all interactions are handled with professionalism to maintain high service levels.

You will update internal systems, keep customers informed about progress, and collaborate with internal teams to deliver a consistent experience.