Customer Service Advisor

The role

As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer. Acting as the primary point of contact throughout each case, you will manage a varied caseload, investigate concerns, review evidence and work with all parties involved to achieve fair and reasonable outcomes.

This is a highly casework-focused role requiring strong judgement, attention to detail and the ability to balance empathy with impartial decision-making. You will be responsible for progressing cases from initial referral through to resolution, gathering and assessing information, identifying key facts and ensuring every customer receives a fair, consistent and professional service throughout their journey.

Key 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

The candidate

Essential skills & experience:

• 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

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.