Customer Service Advisor in Belmont

At Northumbrian Water we want all of those we serve to enjoy an unrivalled experience and for all customers to have an equal voice. We always seek to offer friendly, proactive and high‑quality service, whatever the query our customers have.

As a member of the billing contact centre team, you will be answering calls or chats from our customers and helping them with their bill. You'll be resolving queries ranging from moving house to setting up a Direct Debit or providing advice where they missed a bill payment. Providing an unrivalled customer experience is essential to us, as our aim is to treat all customers fairly and consistently, to provide experiences that demonstrate respect and empathy always. We always aim to make sure that our people consider how best to serve every single customer.

Depending on your working pattern, you will need to be available Monday to Friday 8am‑7pm and Saturday 8am‑1pm (you will be expected to work 1 in every 4 Saturdays). We will provide training, so you’re well prepared to take calls from our customers. Training is completed on site at our purpose‑built contact centre and once fully trained we offer a hybrid working model.

• Answer telephone and chat enquiries about billing and account management.
• Resolve customer queries relating to account changes, Direct Debit arrangements, missed payments, and other billing issues.
• Provide an unrivalled customer experience, treating all customers fairly and consistently, and demonstrating respect and empathy.
• Maintain accurate records of all customer interactions and follow established procedures for data protection and privacy.

• We’re looking for positive, enthusiastic people who are passionate about delivering an exceptional customer experience.
• You should be able to demonstrate a track record of delivering great service and making customers feel special.
• Experience of live chat or managing social media interactions would be a plus but is not essential.
• Previous experience in a similar contact centre or busy environment would also be useful, however, just as important are excellent communication skills, empathy, and a real drive to wow our customers.

• Generous holiday entitlement starting at 23 days plus bank holidays and additional time off on Christmas Eve and New Year’s Eve.
• Company pension scheme with double match up to 10% employer contribution.
• Free access to local attractions.
• Discount scheme providing savings on days out, shopping, travel and more.
• Award‑winning wellbeing support, including a digital GP service for you and your family.
• Support with sustainable travel through salary sacrifice car schemes and a cycle‑to‑work scheme.
• Financial wellbeing support: community savings scheme, financial education, low‑cost loans via Salary Finance, Life Assurance, and Income Protection.
• Development opportunities with interest‑free qualification loans and support for professional body subscriptions.

Northumbrian Water is an equal opportunity employer and we encourage all applications, regardless of age, gender, race, ethnicity, disability, religion or other protected characteristics. We embrace diversity, inclusion and equity and welcome colleagues to bring their authentic selves to work. We have support networks, including Rainbow Support Network, REACH, WiSTEM, and Thisability.

Please note that a DBS check may be required prior to employment.