Customer Support Advisor

Northumbrian Water Group plc; North East; Hybrid; GBP 25,000 - 33,000; Full time

Job summary

An established industry player is seeking a Customer Support Advisor to join their dynamic billing team. This role focuses on delivering exceptional customer experiences by managing complex queries and supporting team development. You will play a crucial role in ensuring customer satisfaction, working closely with team managers and new hires. If you have a passion for customer service and a knack for problem-solving, this opportunity offers a chance to make a real impact in a supportive and innovative environment.

Qualifications

• Proven experience in frontline customer service roles.
• Strong knowledge of billing processes and customer journey.

Responsibilities

• Support colleagues and customers with complex queries and complaints.
• Help onboard new team members and provide coaching.

Skills

Customer Service

Billing Knowledge

Communication Skills

Coaching Techniques

Tools

Customer Care and Billing System (CC&B)

Genesys

Microsoft Office

Job description

Full Time preferred, part time considered

Permanent & Fixed Term opportunities available

Salary – Up to £32,522 depending on Experience

Location – Pity Me, Durham/Hybrid working

Interviews will take place WC 12th May 2025

About the role

We’ve got a fantastic opportunity to join us as a Customer Support Advisor in our customer billing team.

Primarily you’ll be working with the Team Managers to support our colleagues and customers. Taking incoming calls and messages as well as face-to-face support, to help with complex queries, handle escalations and manage real-time complaints, ensuring we deliver a positive customer experience through to resolution.

You’ll help reduce the volume of queries, complaints or escalations and support wider team development through highlighting any themes or trends.

You’ll ensure the delivery of an exceptional customer experience, which may mean supporting our frontline in busy times.

Supporting the introduction and onboarding of new team members, helping them to embed their learning in a buddy capacity as well as supporting team managers with ongoing coaching is also an important part of this role. You’ll have the opportunity to influence and shape their development in customer excellence.

About you

We’re looking for successful candidates to have proven experience at the frontline ideally and to be competent in billing, with a strong detailed knowledge of the processes and the customer journey. Ideally, you will have a detailed knowledge and an understanding of hand-offs between departments as well as experience or knowledge of our collections practices.

You’ll need to be competent in the use of the areas IT system, for example Customer Care and Billing System (CC&B), Genesys and Microsoft Office. Ideally, you’ll have a strong awareness of the area’s compliance, safety, and other customer signposted services: GDPR, DPA, GSS, Priority Services Register, Affordable services, inclusivity and health and safety.

It would be great if you had experience of coaching techniques and an understanding of the quality checking process and how this can be translated into trends and constructive feedback. You’ll also need to have excellent written and verbal communication skills, along with letter writing and telephone skills.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role will require a DBS to be completed prior to employment.

About us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.

We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

Our values

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it.

Our values are:

1. Results Driven: We take responsibility for achieving excellent business results.
2. Ethical: We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
3. Customer Focused: We aim to exceed the expectations of our internal and external customers.
4. Innovative: We continuously strive for innovative and better ways to deliver our business.
5. One Team: We work together consistently, promoting cooperation, to achieve our corporate objectives.

To find out more about our benefits, see our benefits booklet attached to this advert.