Customer Service Advisor

South Staffordshire Plc; Walsall; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Family-Friendly Leave

Company Pension Scheme

Employee Assistance Programme

Cycle to Work Scheme

My Premier Benefits discounts

Job summary

South Staffordshire Plc in Walsall is seeking a Customer Service Advisor to handle a high volume of inbound calls related to water billing, payments, Direct Debits and service enquiries. You will use your communication and problem-solving skills to support customers and provide positive outcomes on every interaction.

We offer training and development opportunities, a permanent full-time role, and a supportive team environment with career progression into specialist, quality, training and

Qualifications

• Prior customer service experience in a contact centre, retail, hospitality or similar environment.
• Strong communication and listening skills.
• Comfortable using computer systems and learning new processes.
• Ability to stay calm and professional with challenging customers.
• Willingness to learn and develop.

Responsibilities

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

Skills

Customer service

Communication skills

Tech proficiency

Calm under pressure

Positive attitude

Teamwork

Job description

Customer Service Advisor

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. We shall have several Assessment Events taking place throughout November with an anticipated start date for the 4th and 11th January 2027.

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.

Green Lane, Walsall, West Midlands, WS2 7PD.