At a Glance
- Tasks: Resolve customer issues and deliver exceptional service in a dynamic team environment.
- Company: Join Bristol Water, a trusted provider of clean water since 1846.
- Benefits: Enjoy a stable work schedule with no weekends and a supportive team culture.
- Other info: Opportunity for career growth in a company that values trust and individuality.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Previous customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
At Bristol Water, we’ve been serving families since 1846.
We deliver clean water to 500,000 homes and businesses across Bristol City, North Somerset, Bath, North East Somerset and South Gloucestershire.
About The Role
We are looking for a passionate and customer‑focused Customer Care Advisor to join our Customer Hub team.
In this role you will resolve complex customer issues, deliver exceptional service and make a real difference to customer experience.
You will manage customer queries and complaints, keep customers informed throughout their journey and work closely with operational teams to achieve timely resolutions.
Key Responsibilities
- Manage customer complaints and enquiries through to resolution.
- Keep customers informed throughout investigations, setting realistic expectations and providing regular updates.
- Monitor customer‑raised jobs and ensure service level agreements (SLAs) are achieved.
- Work proactively with operational teams to minimise repeat contacts and complaint escalation.
- Analyse complaint trends and identify root causes to drive service improvements.
- Produce reports and updates for management teams on complaint performance and outstanding actions.
- Support customer satisfaction activities, including customer callbacks and feedback reviews.
- Maintain accurate records in line with regulatory requirements and company procedures.
- Support vulnerable customers through services such as the Priority Services Register.
- Be available to stand‑by when required.
About You
Essential Qualifications
- Previous experience in a customer service, customer care or complaints handling environment.
- Excellent communication and interpersonal skills.
- Strong problem‑solving and investigation skills.
- Ability to manage multiple priorities and workloads effectively.
- Experience working to targets, deadlines and service levels.
- Good attention to detail and administrative skills.
- Confidence building relationships with internal and external stakeholders.
- A genuine passion for delivering outstanding customer service.
Desirable Qualifications
- Experience within the utilities or regulated services sector.
- Knowledge of complaint handling processes and regulatory requirements.
- Experience analysing customer feedback and identifying service improvements.
- Understanding of CRM systems and customer management tools.
- Working Hours
38 hours per week – 4–5 days per week – Shifts between 8:00 am and 6:00 pm – No weekends.
Closing Date
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Additional Requirements
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
- Our Core Values
- Be Rock Solid
- Build trust and be trusted. Be the one we all look to and can depend on.
- Be You
- Bring your best everyday. Be yourself and make your mark in your individual way.
- Be the Future
- Embrace change. Drive progress. Own the challenge.
Bristol Water has been proudly providing an essential public water service to the communities within and surrounding the city of Bristol since 1846.
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Customer Care Advisor employer: Bristol Water
At Bristol Water, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and community impact. Our employees benefit from continuous growth opportunities and the chance to contribute to a sustainable future, all while working in a dynamic environment dedicated to providing essential services to our local communities.
