Customer Service Officer

The Clancy Group Limited; Camborne; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension

Healthcare

Holiday entitlement 24–26 days

Clancy Xtras

Job summary

The Clancy Group Limited is recruiting a Customer Service Officer to join our customer operations team and support South West Water projects. You will handle enquiries, manage communications across channels, and ensure customers are informed and issues resolved promptly.

Working with internal teams, you will update systems, track progress, and maintain high standards of service. A UK driving licence is required and IT skills (Excel) are essential.

Qualifications

• Strong verbal and written communication skills.
• Ability to manage enquiries and complaints with empathy.
• Excellent organisation and attention to detail.

Responsibilities

• Respond to customer enquiries across phone and email.
• Identify issues and work toward timely resolutions.
• Update internal systems with case information and progress.
• Keep customers informed on works progress and updates.
• Collaborate with internal teams to ensure a consistent service.
• Handle complaints professionally and analyse data for insights.

Skills

Communication skills

Empathy

Attention to detail

Problem solving

Organisational skills

Customer service

Tools

Excel

Microsoft 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. 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.