At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes through effective communication.
- Company: Join CCW, the independent voice for water consumers in England & Wales.
- Benefits: Enjoy hybrid working, generous leave, and a health & fitness allowance.
- Other info: Flexible hours and opportunities for personal growth in a supportive environment.
- Why this job: Make a real difference by helping customers resolve their issues with water companies.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 24476 - 24476 £ per year.
Customer Service Advisor
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 partnering with CCW (Consumer Council for Water) to support them in the recruitment of a Customer Service Advisor.
About CCW
CCW is the independent voice representing water consumers in England & Wales.
It provides free advice and helps people resolve complaints with their water company, while influencing policy, government, and regulators through research.
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 be the single point of contact throughout each case, balancing empathy with evidence‑based decision‑making to secure fair outcomes.
You will also identify trends, share insights, and highlight good or poor practice to improve services across the sector.
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, mainly by phone.
- 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 Person
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 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.
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 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 annual flu jab.
- Closing Date
- #J-18808-Ljbffr
Customer Service Advisor in Birmingham employer: Gi Group (UK)
Gi Group (UK) offers an exciting opportunity for a Games-Time Website & App Content Specialist in Glasgow, where you can play a vital role in delivering digital content for the Commonwealth Games. With a dynamic work culture that values teamwork and creativity, employees benefit from hands-on experience in a high-pressure environment, fostering personal and professional growth. Join us to be part of a world-class sporting event and make a meaningful impact in the digital landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gi Group (UK). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gi Group (UK) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gi Group (UK):Your cover letter is your chance to shine! Tell us why you want to work at Gi Group (UK) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gi Group (UK)!
How to prepare for a job interview at Gi Group (UK)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
