Customer Service Advisor

Echo; Walsall; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Family-friendly leave

Company pension

Employee assistance

Cycle to work

Training & development

Long service awards

Job summary

Echo in the West Midlands is seeking a Customer Service Advisor to be the first point of contact for customers. You will handle a high volume of calls relating to water billing, payments and Direct Debits with a focus on giving positive outcomes.

We support career development with training and opportunities to progress into specialist, quality, training, team leader and operational roles. This is a full-time, permanent role with 37.5 hours per week.

Qualifications

• Previous experience in customer service, contact centre, retail, hospitality or similar environments.
• Strong communication and listening skills.
• Confidence using computer systems and learning new processes.
• Ability to stay calm and professional with challenging customers.
• Positive attitude and willingness to learn.
• Ability to work effectively independently and in a team.

Responsibilities

• Handle customer calls regarding payments, Direct Debits, billing enquiries and service queries.
• Deliver a high standard of customer service on every interaction.
• Resolve queries quickly and provide reassurance and guidance.
• Collaborate with colleagues to support team goals and a positive environment.
• Engage with training and development to build product knowledge.

Skills

Excellent communication

Active listening

Tech-savvy

Calm under pressure

Team player

Willingness to learn

Job description

Salary: £25,621 per annum | Company Benefits

Location: Walsall, West Midlands

Contract: Full Time | Permanent | 37.5 hours per week

About Us

Echo Managed Services and its subsidiary Aptumo support water companies globally to deliver effective customer service and drive retail operation efficiency through end to end customer service and water billing software offerings.

The Role

As a Customer Service Advisor, you'll be the first point of contact for customers, handling a high volume of inbound calls relating to water billing, payments, Direct Debits and service enquiries. You'll use your communication and problem-solving skills to support customers and provide positive outcomes on every interaction.

We're looking for individuals who genuinely enjoy helping customers. We are passionate about developing our people and offer opportunities to progress into specialist, quality, training, team leader and operational roles as your career develops. Whether your experience comes from a contact centre, retail, hospitality, or another customer-facing role, we'll provide the training and support needed to build a successful career with us.

Key Responsibilities

• Handle customer calls professionally, assisting with payments, Direct Debits, billing enquiries, and service-related queries
• Deliver a high standard of customer service on every interaction
• Support customers by resolving queries quickly and effectively while providing reassurance and guidance
• Work closely with colleagues to support team goals and maintain a positive working environment
• Engage fully with training and continuous development opportunities to build product and service knowledge

Shift Pattern

• Full Time - 37.5 hours per week
• Monday to Friday with shifts between 8:00am - 6:00pm
• 1 in 4 Saturdays between 8:00am - 1:00pm

What You'll Need

• Previous experience in customer service, whether in a contact centre, retail, hospitality or another customer-facing environment
• Strong communication and listening skills
• Confidence using computer systems and learning new processes
• Ability to remain calm and professional when dealing with challenging customer situations
• A positive attitude and willingness to learn
• Ability to work effectively both independently and as part of a team

What You'll Get

• Family-Friendly Leave: Enhanced Maternity, Adoption, Paternity & Shared Parental Leave, Fertility Support, and up to 5 paid Carer’s Days
• Financial & Life Assurance: Company Pension Scheme with salary sacrifice options
• Health & Wellbeing: Employee Assistance Programme and 24/7 Virtual GP access for you and your dependents
• Lifestyle & Perks: Cycle to Work Scheme and My Premier Benefits discounts, cashback, and vouchers
• Professional Development: Hands-on training and ongoing career development opportunities
• Inclusion & Belonging: Active People Networks – Disability & Neurodiversity, Unity+, Women’s Network, Parent & Carer Networking Group and more
• Performance & Recognition: Annual salary review, Reward & Recognition Scheme, and Long Service Awards.

At South Staffordshire Group, inclusion matters. We have a wide range of employee networks which are employee-led communities that bring our people together, support different perspectives and create a strong sense of belonging. Our people are encouraged to get involved as members or allies.

We are committed to building a team that reflects the diversity of the communities we serve.

We warmly welcome applications from candidates of all backgrounds, including all genders, ethnicity, sexual orientations, and physical and neurodiverse abilities.

We are happy to discuss reasonable adjustments and encourage you to let us know how we can best support you throughout the recruitment process.