Customer Service Advisor

The Clancy Group Limited; Honiton; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Pension

Healthcare

Holiday allowance 24-26 days

Clancy Xtras

Cycle to work scheme

Employee Assistance Programme

Job summary

The Clancy Group Limited is seeking a Customer Service Officer to join our team, working with South West Water. This key role supports the customer operations function, delivering high levels of service, handling enquiries, and assisting the smooth progression of works.

You will work closely with internal teams to ensure customers are informed and issues are resolved efficiently. You will respond to enquiries by phone and email, manage complaints with empathy, update systems, and maintain

Qualifications

• Evidence of excellent customer service and communication.
• Ability to listen effectively and respond professionally.
• Experience with IT systems and data entry.
• Full UK driving licence is required.

Responsibilities

• Respond to customer enquiries across phone and email.
• Identify issues and resolve them in a timely manner.
• Manage complaints with empathy and professionalism.
• Update internal systems with all communications and case information.
• Keep customers informed on progress of works and updates.
• Collect, collate and analyse data relating to enquiries and complaints.
• Collaborate with internal teams to ensure a high-quality customer experience.
• Provide regular updates to customers about ongoing and upcoming work.

Skills

Verbal communication

Written communication

Empathy

Problem solving

Organisational skills

IT literacy (MS Office, Excel)

Driving licence

Tools

Microsoft Excel

MS Office

Job description

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

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.

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.