Customer Services Advisor

Portsmouth-Water; Havant; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme with up to 15% employer

Non-contractual bonus up to 6%

Enhanced maternity/paternity/adoption"

Life assurance 4x salary

Employee wellbeing support

Job summary

Portsmouth Water is seeking Customer Services Advisors to join their team. You will handle customer requests by phone, email, letter, portal, or live chat, delivering tailored solutions with accuracy and care.

You will support billing queries, moves, and payments while working in line with company values. The role offers opportunities to contribute to community activities and personal skill development.

Qualifications

• A passion for delivering excellent customer service.
• A positive attitude with a passion for helping others.
• Strong problem-solving skills and attention to detail.
• An excellent communicator.
• Ability to work under pressure and multitask.
• Confident using Microsoft office.
• Experience of working in a call centre environment.
• Experience of working in a busy customer facing environment.

Responsibilities

• Use CRM system to process inbound customer contact which could be received via phone, email, letter, customer portal, live chat or any other channels the business makes available to customers.
• Resolving queries at first point of contact.
• Data entry accuracy – customer details, recording of complaints, account changes.
• Processing of some reporting – credit lists, old bank details etc.
• Processing technician job results ensuring customer is kept up to date and account updated as required.
• Managing tariffs – Social Tariff and WaterSure.
• Listening to customers, understanding their needs and providing tailored solutions.
• Undertaking administration tasks.

Skills

Customer service excellence

Communication skills

Problem solving

Attention to detail

Microsoft Office

Call centre experience

Tools

CRM system

Job description

We’re making a difference: Together, we can ensure that there is enough water for everyone, now and in the future.

Portsmouth Water are looking for Customer Services Advisors to join the team. We are passionate about delivering exceptional levels of Customer Service and are looking for candidates who share this desire. The role involves serving customers over the phone and in writing, responding to requests such as customer moves, processing payments and billing queries. The successful individual will always work in line with our values of Excellence, Future Focus and Integrity.

If successful in your application, you will be joining a forward-thinking team which really places the customer at the heart of everything we do. You will have the opportunity to get involved in wider business activities, such as volunteering at community events, helping at the annual science fair and raising money for WaterAid. You will have the opportunity to influence and shape our service offering to customers and develop your own personal skills.

What will you be doing?

Key Responsibilities

• Use CRM system to process inbound customer contact which could be received via phone, email, letter, customer portal, live chat or any other channels the business makes available to customers
• Resolving queries at first point of contact
• Data entry accuracy – customer details, recording of complaints, account changes
• Processing of some reporting – credit lists, old bank details etc
• Processing technician job results ensuring customer is kept up to date and account updated as required
• Managing tariffs – Social Tariff and WaterSure
• Listening to customers, understanding their needs and providing tailored solutions
• Undertaking administration tasks

What do you need?

Skills, Qualifications & Competencies

• A passion for delivering excellent customer service
• A positive attitude with a passion for helping others
• Strong problem-solving skills and attention to detail
• An excellent communicator
• Ability to work under pressure and multitask
• Confident using Microsoft office
• Experience of working in a call centre environment
• Experience of working in a busy customer facing environment

If you are successful for the role, you will be required to undergo Baseline Personnel Security Standard (BPSS) pre-employment checks that will include a basic disclosure check. Depending on the role, you may also be required to go through the national security vetting process for either a CTC or SC clearance check. Any offer of employment is conditional upon completion and receipt of satisfactory checks.

What can Portsmouth Water offer you?

At Portsmouth Water, we believe in rewarding our people. Here’s just a taste of what’s waiting for you when you join the team:

Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.

We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.

You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.

Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.

Social Events

All expenses covered summer and winter social events.

Peace of Mind, Always

Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.

Comprehensive Wellbeing Support

Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family), help is always close at hand with the HealthHero app.

PW Perks – Treat Yourself!

• Electric Vehicle Scheme (after 1 year)
• Cycle to Work Scheme
• Health Cash Plan…and so much more!

We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

Please note, we may close this advert early if we receive a high volume of applications — so we encourage you to apply as soon as possible to avoid missing out.

We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.

Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.