Customer Service Advisor

Snowfox Group; Exeter; On-site; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Pension

Healthcare and holiday allowance 24–26

Clancy Xtras

Employee discounts

Cycle to work scheme

Employee Assistance Programme

Job summary

Clancy is seeking a Customer Service Officer to join the customer operations team and support South West Water by delivering a high level of service, handling enquiries, and ensuring smooth progress of works.

You will work closely with internal teams, keep customers informed, resolve issues efficiently and maintain professional interactions across channels.

Qualifications

• Strong verbal and written communication skills with the ability to listen effectively and communicate clearly with a wide range of customers.
• Natural empathy for customer issues, remaining calm, patient and professional in challenging or high-pressure situations.
• Confident in problem solving with the ability to identify issues quickly and work towards effective resolutions.
• Strong organisational skills with the ability to manage a varied workload and maintain accuracy in your work.

Responsibilities

• Responding to customer enquiries and requests across channels including phone and email.
• Identifying customer issues and resolving them in a timely and effective manner.
• Managing complaints with empathy and professionalism to turn challenging situations into positive outcomes.
• Updating internal systems accurately with all customer communications and case information.
• Keeping customers informed on progress of works and updates.
• Collecting, collating and analysing data relating to customer enquiries and complaints.
• Working collaboratively with internal teams to ensure a high-quality customer experience.
• Keeping customers informed about upcoming and ongoing work through regular letter updates.

Skills

Communication skills

Empathy

Problem solving

Organisational skills

Job description

We are easy to do business with!

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.

Benefits

• a competitive salary
• pension
• healthcare and holiday allowance starting at 24-26 days per annum
• 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
• 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.