Customer Service Adviser

Wessex Water Services; Bath; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Pension contribution up to 20%

Career progression

25 days holiday (28 with service)

Holiday buy/sell up to 10 days

Healthcare package

Life assurance up to 8x salary

Electric car salary sacrifice

Retail discounts

Volunteer day

Enhanced family leave

Wellbeing platform

Mental health support

£1,000 referral bonus

Job summary

Wessex Water is seeking a Customer Service Adviser to join the Operations team at our Bath head office. You will handle inbound calls and in-person inquiries, acting as the first point of contact for customers and working with colleagues to resolve issues quickly and accurately.

The role requires confident communication, a customer-focused approach, and the ability to work efficiently across multiple systems in a busy office environment.

Qualifications

• Demonstrated passion for helping people and customer focus.
• Confident communication skills and high level of organisation.
• Experience working in fast-paced office-based environments.
• Ability to use multiple screens and several applications efficiently.

Responsibilities

• Handle inbound customer enquiries by phone or face-to-face.
• Be the first point of contact and collaborate with colleagues to resolve queries.
• Work to resolve customer issues promptly and accurately.
• Coordinate with other departments and external parties to provide the right answers.

Skills

Customer service

Communication

Organisation

Multi-screen use

Tools

CRM systems

Job description

We have an exciting opening for a Customer Service Adviser to join our Operations team working out of our head office in Bath.

Do you have a passion for resolving customer enquiries, either on the phone or face to face in a personable manner? Are you used to working at pace in an energetic and dynamic environment? Do you want to join a team that has recently been awarded the ServiceMark with Distinction accreditation from the Institute of Customer Service (ICS) as well as 1st for Customer Service when customers do contact us for the entire industry this year? If so, we have the perfect opportunity for you!

What you'll do

We are one of the top performing water and sewerage companies in the UK. Based in our Operations Centre in Bath, our contact centre team provide a professional and helpful service.

You will take a variety of in-bound calls, be the first point of contact for our customers and work closely with your colleagues to ensure we maintain our high standards.

We put our customers first and aim to resolve their queries first time, every time, so it's a role that involves quick thinking, finding solutions and often involves working with other departments and external parties to find the right answers to help our customers.

Calls include people reporting leaks and low water levels impacting fishing in one of our beautiful reservoirs, as well as questions about how to unblock a drain.

Don't be concerned if you are not familiar with the water industry lingo. We provide our new starters with a thorough induction plan to help educate them about Wessex Water and our customers, so you can provide the flawless customer service that we're renowned for.

What you'll need

We are looking for someone who is passionate about helping people, is naturally customer focused, has confident communication skills and is highly organised. In this job, you'll be using multiple screens and accessing a number of applications, so the ability to work efficiently while being computer literate is a must.

It's a really busy team so the ability to work at a fast pace in an office-based environment is essential too.

We operate shifts here, so you'll be comfortable working hours that can include the following shifts/days:

• Monday - Friday: 07:30 - 16:00, 08:00 - 16:30, 08:30 - 17:00, 09:30 - 18:00; 11:30 - 20:00; 13:30 - 22:00.
• Saturday - Sunday: 08:00 - 16:30, 09:30 - 13:30, 11:30 - 20:00
• Bank Holidays: 08:00 - 16:30, 09:30 - 18:00

In addition to this, we operate a standby rota across the wider team, which will mean the occasional standby availability that works out on an average of 1 standby per month, such as:

• Monday - Friday: 18:00 - 08:00
• Weekends and Bank Holidays: 08:00 - 08:00

What you'll receive

• A combined pension contribution of up to 20%.
• Career progression and professional development opportunities.
• 25 days' holiday rising to 28 with length of service.
• The opportunity to sell up to five days of holiday every year.
• The opportunity to buy up to ten days of holiday each year (subject to conditions).
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary.
• The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year.
• Enhanced family leave and pay arrangements.
• Access to an interactive health and wellbeing platform.
• Support from trained mental health first aiders.
• A £1,000 referral fee if you recommend someone who is successfully recruited by us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water - one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
• YTL Developments - a major UK developer currently redeveloping a 450-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
• YTL Construction UK - a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
• YTL Live - the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
• plus a number of other retail, environmental and specialist businesses.

Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion - with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.