Hybrid Customer Service Advisor: Resolve for Consumers

GI Group Main Account; Birmingham; Hybride; GBP 22 000 - 27 000; Plein temps

Avantages offerts par ce poste

Hybrid working policy

25 days annual leave + 10.5 public/PRD

Flexi time

Civil Service Pension

Health & Fitness allowance

Volunteer day allowance

Onsite coffee shop

Eye test every 2 years

Annual flu jab

Résumé du poste

CCW is recruiting a Customer Service Advisor to own and progress customer complaints that have not been resolved with their water company or retailer. You will act as the primary contact, manage a varied caseload, investigate concerns, review evidence and strive for fair outcomes across cases.

The role emphasises strong judgement, attention to detail and balancing empathy with impartial decision-making, progressing referrals to resolution with professional service.

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

Responsabilités

• 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

Description du poste

CCW is recruiting a Customer Service Advisor to own and progress customer complaints that have not been resolved with their water company or retailer. You will act as the primary contact, manage a varied caseload, investigate concerns, review evidence and strive for fair outcomes across cases.

The role emphasises strong judgement, attention to detail and balancing empathy with impartial decision-making, progressing referrals to resolution with professional service.