Customer Services Advisor

Portsmouth Water; Havant; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave

Pension up to 15%

Bonus up to 6%

Life assurance 4x salary

Employee wellbeing support

Job summary

Portsmouth Water is seeking Customer Services Advisors to join our team in Havant. You’ll handle customer contacts by phone, email and portal, resolve queries at first contact and keep accounts up to date. We value exceptional service and provide ongoing training, with opportunities to develop your own skills.

Flexibility is welcomed; BPSS checks may apply and eligibility to work in the UK is required. Portsmouth Water offers competitive benefits and a supportive environment focused on customer

Qualifications

• Passion for delivering excellent customer service.
• Positive attitude and helping others.
• Ability to work under pressure and multitask.
• 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

Communication

Microsoft Office

Call centre

Multitasking

Problem solving

Busy environment

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.

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.

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:

Holidays Made Better

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

A Pension That Works for You

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

Performance Pays Off

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.

Family Comes First

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!

Enjoy exclusive discounts at thousands of retailers, plus exciting benefits like:

• Electric Vehicle Scheme (after 1 year)

• Cycle to Work Scheme

• Health Cash Plan … and so much more!