Salary: £24,476 + Excellent Civil Service Benefits
Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
Permanent | Full Time | 37 hours per week
Introduction
Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Service Advisor.
About CCW
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).
CCW 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 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 Person
- 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
Benefits & Offering
- Hybrid working policy - 8 days per month office based; remainder from home
- 25 days annual leave plus 10½ days public and privilege holidays
- Flexi time with the ability to accrue and take time off in lieu
- Generous Civil Service Pension
- Health & Fitness allowance
- Paid allowance days for voluntary work
- Onsite coffee shop
- Free eye test every 2 years and annual flu jab
Interview dates
3rd, 4th, & 7th December
Closing date
11.11.26
We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Gi Group Privacy Statement. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group website.
Proud member of the Disability Confident employer scheme
About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Customer Service Advisor in Birmingham employer: GI Group Main Account
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