Customer Service Advisor

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

That's why we need people like you; friendly and approachable, with excellent attention to the details who can help us support our customers.

We have an opportunity for a Customer Service Officer to join our team, working with our client South West Water. This is a key role within the customer operations function, focused on delivering a high level of service to customers, managing enquiries effectively, and supporting the smooth progression of works.

You'll work closely with internal teams and stakeholders, playing an important part in ensuring customers are kept informed, issues are resolved efficiently, and all interactions are handled with professionalism and care.

Here are some of the activities you will be involved in...

• Responding to customer enquiries and requests across a range of communication channels, including phone and email
• Identifying customer issues and working to resolve them in a timely and effective manner
• Managing complaints with empathy and professionalism, aiming to turn challenging situations into positive outcomes
• Updating internal systems accurately with all customer communications and case information
• Keeping customers informed on the progress of their works and any relevant updates
• Collecting, collating and analysing data relating to customer enquiries and complaints
• Working 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.

We would love to hear from you if...

You have strong verbal and written communication skills, with the ability to listen effectively and communicate clearly with a wide range of customers.

You'll have a natural empathy for customer issues, remaining calm, patient and professional, particularly in challenging or high-pressure situations. Along with being confident in problem solving, with the ability to identify issues quickly and work towards effective resolutions.

Strong organisational skills are essential, along with the ability to manage a varied workload and maintain accuracy in your work. Additionally, you'll be comfortable using IT systems, including Microsoft Office (particularly Excel), and able to adapt to different systems and processes.

A full UK driving licence is required.

Our Company

Every day we work smarter, greener and use our imaginations.

Our purpose at Clancy is simple - we make life better for everyone's growing families. We play a vital role in providing fresh drinking water and power to millions of homes and businesses and so much more.

We are one of the biggest family owned construction businesses in the UK and we care about our people, our clients and the environment.

What Next

In addition to helping you reach your career goals, a competitive salary, pension, healthcare and holiday allowance starting at 24-26 days per annum, we also offer perks including Clancy Xtras, our employee benefits programme with discounts for numerous well-known retailers such as Tesco, Sainsbury's, Currys PC World and Vue Cinemas, cycle to work scheme as well as an Employee Assistance Programme.

Clancy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees. If you require any reasonable adjustments to be made for you to attend an interview, please do let us know and we will be happy to accommodate.

We are proud signatories of the Armed Forces Covenant and Disability Confident Committed.