Hybrid Customer Service Advisor – Case Resolution

Gi Group (United Kingdom); Birmingham; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

8 days in-office per month

25 days annual leave

Flexi time

Health & Fitness allowance

Volunteer days

Eye test every 2 years

Annual flu jab

Job summary

CCW is recruiting a Customer Service Advisor in Birmingham to take ownership of customer complaints that are not resolved with water companies or retailers. You will manage a varied caseload, investigate concerns, review evidence and progress cases from referral to resolution with empathy and impartial judgement.

This hybrid, full-time role involves balancing fair outcomes with excellent customer service in a regulated environment, supporting CCW's values and delivering consistent service across

Qualifications

• Experience in a customer-facing role involving complaints, investigations, case handling or complex enquiries.
• Strong analytical and investigative skills with the ability to identify key facts and assess information objectively.
• Experience handling challenging conversations and sensitive situations in a calm, professional and empathetic manner.
• A proactive and accountable approach focused on delivering fair outcomes and positive customer experiences.

Responsibilities

• Manage a personal caseload from referral to resolution, ensuring timely progression and accurate record keeping
• Investigate complaints through gathering, reviewing and analysing information from customers, water companies and other relevant parties
• Assess evidence objectively and provide balanced, evidence-based recommendations and guidance
• Act as the dedicated point of contact throughout the life of a case, providing updates and managing expectations
• Liaise with water companies and retailers to obtain information, challenge decisions where appropriate and support effective outcomes

Skills

Customer service

Analytical thinking

Investigations

Communication

Empathy

Job description

CCW is recruiting a Customer Service Advisor in Birmingham to take ownership of customer complaints that are not resolved with water companies or retailers. You will manage a varied caseload, investigate concerns, review evidence and progress cases from referral to resolution with empathy and impartial judgement.

This hybrid, full-time role involves balancing fair outcomes with excellent customer service in a regulated environment, supporting CCW's values and delivering consistent service across