Customer Service Advisor

GI Group Main Account; Birmingham; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Hybrid working policy

25 days annual leave + 10.5 public/PRD

Flexi time

Civil Service Pension

Health & Fitness allowance

Volunteer day allowance

Onsite coffee shop

Eye test every 2 years

Annual flu jab

Job summary

CCW is recruiting a Customer Service Advisor to own and progress customer complaints that have not been resolved with their water company or retailer. You will act as the primary contact, manage a varied caseload, investigate concerns, review evidence and strive for fair outcomes across cases.

The role emphasises strong judgement, attention to detail and balancing empathy with impartial decision-making, progressing referrals to resolution with professional service.

Qualifications

• Experience in a customer-facing role involving complaints, investigations, case handling or complex enquiries
• Strong analytical and investigative skills with the ability to identify key facts and assess information objectively
• Experience handling challenging conversations and sensitive situations in a calm, professional and empathetic manner
• A proactive and accountable approach focused on delivering fair outcomes and positive customer experiences

Responsibilities

• Manage a personal caseload from referral to resolution, ensuring timely progression and accurate record keeping
• Investigate complaints through gathering, reviewing and analysing information from customers, water companies and other relevant parties
• Assess evidence objectively and provide balanced, evidence-based recommendations and guidance
• Act as the dedicated point of contact throughout the life of a case, providing updates and managing expectations
• Liaise with water companies and retailers to obtain information, challenge decisions where appropriate and support effective outcomes

Job description

Salary: £24,476 + Excellent Civil Service Benefits

Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)

Permanent | Full Time | 37 hours per week

Introduction

Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Service Advisor.

About CCW

CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone's needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen. We are a government Arm's Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).

CCW values: We expect and support all CCW colleagues to embody and celebrate CCW's values through Positive Energy, Respect for all, Innovative Spirit, Delivery of our Promises and being Engaged as One (PRIDE).

The Role

As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer. Acting as the primary point of contact throughout each case, you will manage a varied caseload, investigate concerns, review evidence and work with all parties involved to achieve fair and reasonable outcomes.

This is a highly casework-focused role requiring strong judgement, attention to detail and the ability to balance empathy with impartial decision-making. You will be responsible for progressing cases from initial referral through to resolution, gathering and assessing information, identifying key facts and ensuring every customer receives a fair, consistent and professional service throughout their journey.

Key Responsibilities

• Manage a personal caseload from referral to resolution, ensuring timely progression and accurate record keeping
• Investigate complaints through gathering, reviewing and analysing information from customers, water companies and other relevant parties
• Assess evidence objectively and provide balanced, evidence-based recommendations and guidance
• Act as the dedicated point of contact throughout the life of a case, providing updates and managing expectations
• Liaise with water companies and retailers to obtain information, challenge decisions where appropriate and support effective outcomes

The Person

• Experience in a customer-facing role involving complaints, investigations, case handling or complex enquiries
• Strong analytical and investigative skills with the ability to identify key facts and assess information objectively
• Experience handling challenging conversations and sensitive situations in a calm, professional and empathetic manner
• A proactive and accountable approach focused on delivering fair outcomes and positive customer experiences

Benefits & Offering

• Hybrid working policy - 8 days per month office based; remainder from home
• 25 days annual leave plus 10½ days public and privilege holidays
• Flexi time with the ability to accrue and take time off in lieu
• Generous Civil Service Pension
• Health & Fitness allowance
• Paid allowance days for voluntary work
• Onsite coffee shop
• Free eye test every 2 years and annual flu jab

Interview dates

3rd, 4th, & 7th December

Closing date

11.11.26

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Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.