Customer Service Advisor in the CGS Payments Team

Pertemps; England; Hybrid; GBP 25,000; Full time

Job summary

A leading customer service provider in the UK seeks a Customer Service Advisor to process payments and handle customer queries. The role requires strong communication skills, attention to detail, and experience with data entry. A competitive salary of £24,800 and benefits including a generous pension scheme are offered. This is a hybrid position located in England.

Benefits

24 days holiday per year

Generous Pension Scheme

Performance-related pay plan

Access to health and wellbeing benefits

Qualifications

• High level of computer literacy is essential.
• Good working knowledge of Excel, including basic functions.
• Strong verbal and written communication skills are necessary.
• High levels of accuracy and numeracy are essential.
• Experience in accounting or reconciliation is advantageous.

Responsibilities

• Process customer payments according to regulatory obligations.
• Respond to customer queries through phone.
• Write letters to explain payment entitlements.
• Investigate requests for CGS payments.
• Highlight compliance failures to the management team.
• Maintain data accuracy within corporate systems.

Skills

Computer literacy

Excel proficiency

Strong verbal communication

Strong written communication

Organizational skills

Attention to detail

Initiative

Job description

We have an exciting opportunity for a Customer Service Advisor in the CGS Payments Team.

As a successful candidate, your role will be primarily about processing payments for customers within strict timeframes. You’ll be working with data providers from all around the company, including contractors working for Thames Water, daily.

You’ll also be expected to handle written and telephone queries from customers who may be entitled to a payment, so strong customer service skills and a desire to resolve problems are necessary. The data that you enter also feeds into monthly and annual performance reports, which are subject to audit, so entering accurate data is important. You’ll also help maintain process documents within the team.

Base Locations: Hybrid - Kemble Court, RG2 6AD or Hybrid - Walnut Court - SN2 8BN

Working Pattern: 36 hours per week

What you’ll be doing as CGS Advisor

The essential criteria to help you succeed in this role are:

• Process customer payments in line with our regulatory obligations and by our Customer Guarantee Scheme.
• Respond to customer queries while on the telephone.
• Write both standard and tailored letters to customers to explain entitlement to payment or answer questions about payments.
• Investigate and analyse requests for CGS payments submitted for consideration by other areas of the business and the public.
• To investigate compliance failures highlighted to the CGS Payments Team and complete all necessary amendments whilst maintaining an auditable trail.
• Highlight drivers of CGS payments to the management team to ensure closed-loop feedback is given to business groups, thus improving the customer experience.
• Enter accurate data within corporate systems and tracking spreadsheets.
• Assist in weekly, monthly and annual data reconciliation.

What you should bring to the role:

The following skills and qualities are essential:

• You will have a high level of computer literacy and be comfortable working with a variety of different systems.
• A good working knowledge of Excel is essential, including the use of basic functions such as VLookup and basic formulas.
• As this is a customer-facing role, strong verbal and written communication skills are essential.
• As your data entry provided valuable performance information to both external parties and Senior Management within the company, high levels of accuracy and numeracy are essential. Experience in accounting or reconciliation would be advantageous, although not essential.
• The ability to use your initiative, be organised and work efficiently is essential.
• You will be comfortable dealing with staff of all levels and able to constructively challenge or influence people and processes to identify improvements. As this is a very small team, a positive demeanour and being a good team player are essential qualities.

What’s in it for you?

The following benefits are included:

• This role will be paid £24,800 per annum
• 24 days holiday per year, increasing to 28 with the length of service. (Plus bank holidays)
• Generous Pension Scheme through AON.
• Performance-related pay plan directly linked to company performance measures and targets.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know.