Southern Water Customer Service Advisor

Salary: £24,043.50 per annum

Location: Hybrid working from our Dearne Valley (Rotherham) site, you will be required to work 2 days in the office and 3 days at home.

Contract: Permanent

Hours: Full-Time – 37.5 hours per week

7-week training period will be followed by 3 weeks of Grad Bay on Monday to Friday 09:00‑17:00. Live shifts will be provided after start date ready to commence post Grad Bay. These shifts will be based on being fully flexible between the operational opening hours of Monday to Friday 08:00‑18:00. Example shifts: Monday to Friday between 08:00‑16:00 / 09:00‑17:00 / 10:00‑18:00.

Start date: Monday 27th April 2026.

Bill Support

Job Description Summary

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title: Southern Water Customer Service Advisor

Job Description: To achieve customer and client KPI targets in relation to all contacts received via multiple channels working within the requirements of data protection legislation.

To deliver an excellent customer experience by providing a customer‑focused, right‑first‑time service and managing any customer complaints to a satisfactory conclusion.

To respond to all contacts from both internal & external customers made via all the available channels.

To accurately capture data and enter it into the relevant systems.

More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area.

Excellent interpersonal and organisational skills.

Highly effective verbal and written communication skills, including a high standard of vocabulary & grammar.

Telephone and computer literate.

Ability to demonstrate empathy and ownership of customer problems, inspiring customer confidence.

Self‑motivate.

What will happen next:

• Choose ‘apply’ to submit a short application ensuring you add your contact number and email address so we can reach you easily.
• The team will then reach out to discuss the role in more detail.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Rotherham, United Kingdom

Time Type:

Full time

Contract Type:

Permanent