Customer Service Advisor

About us

CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone’s needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen.

We are a government Arm’s Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).

Our values

We expect and support all CCW colleagues to embody and celebrate CCW’s values through Positive Energy, Respect for all, Innovative spirit, Delivery of our promises and being Engaged as one (PRIDE).

The role

As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer. You will act as the single point of contact throughout each case, balancing empathy with clear, evidence‑based decision‑making to secure fair outcomes. You will deliver a low‑effort, high‑quality experience by understanding customer needs early, communicating clearly, and progressing cases efficiently.

You will also play an important role in improving services across the water sector by identifying trends, sharing insight, and highlighting both good and poor practice.

Key responsibilities

• Manage a personal caseload from first contact to resolution, ensuring timely progress and accurate records
• Investigate complaints, reviewing evidence from customers and water companies to provide balanced guidance
• Challenge companies where necessary to secure appropriate outcomes
• Communicate proactively with customers and companies, using phone contact as the primary channel
• Resolve complaints early wherever possible, supporting constructive conversations and mediation‑style approaches
• Deliver a simple, low‑effort customer journey with clear next steps and realistic timescales

The candidate

Essential skills & experience:

• Experience in a customer‑facing role, ideally involving complaints or complex enquiries
• Confidence managing a caseload and progressing issues to resolution
• Strong analytical skills and the ability to identify key facts to guide outcomes
• Excellent communication skills, particularly by phone, with the ability to explain complex issues clearly and simply
• A calm, professional approach to difficult conversations and sensitive situations
• A proactive, accountable mindset focused on delivering fair outcomes and a low‑effort customer experience

To ensure you’re well-prepared before applying to work at CCW, we’ve laid out everything you need to know on our information for applicants page.

Benefits

• Hybrid working policy: 8 days per month office based, remainder can be worked from home.
• 25 days annual leave allowance plus 10½ days’ public and privilege holidays.
• Flexi time is available, with the ability to accrue and take time off in lieu throughout the year.
• Generous Civil Service Pension
• Health & Fitness allowance
• Paid allowance days for voluntary work
• Wellbeing Hour once a month
• Onsite Coffee shop
• Free Eye Test every 2 years and Free Flu Jab annually

Disability Confident Scheme

We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long-term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme.

If you would like to apply through this scheme, please fill in the Disability Confident Scheme form and include this with your application.

We want everyone to have a fair chance, no matter their age, disability, gender identity, marital status, family status, race, religion/belief, sex or sexual orientation. All applications are considered fairly based on merit. To enable us to monitor this, candidates are asked to complete the voluntary Equal Opportunity Monitoring form. The information provided will be kept confidential and will be used for monitoring purposes only.