Customer Advisor Operations - Out of Hours in Durham

We’re currently looking for a dynamic and customer focused Operations Customer Advisor to join our Out of Hours team in Northumbria House. You’ll be at the heart of our mission to provide industry leading customer service across our phone and digital channels. You’ll take ownership of water and wastewater queries to ensure that every customer you deal with receives the highest level of service, handling contact with care and efficiency.

This position operates on a rotational schedule, with shifts from 7pm to 11pm Monday to Friday, and 5pm to 11pm on weekends and bank holidays. Your responsibilities will include supporting our teams with administrative tasks, assisting our Digital team with proactive communications, and participating in a rotational standby rota. To set you up for success, we offer a comprehensive training program, including at least four weeks of full-time, classroom-based training during daytime hours. Our team is small and welcoming, following a hybrid working pattern that offers the flexibility of working from both home and our office.

You’ll have exceptional level of customer service and are able to display how you meet our company values: Customer focused, results driven, one team, ethical and innovative. Display a flexible approach to your working environment and embrace training and support to overcome obstacles and ensure excellent customer service. A committed and passionate team player, ready to deliver industry-leading customer service and put the customer at the heart of everything you do. Excellent communication skills are essential as you will respond to customer contact across both voice and digital channels. Can work flexibly as we are open 7 days a week including bank holidays.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work. Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity. We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.

Please note this role will require a DBS to be completed prior to employment. NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all colleagues, suppliers, customers and third parties.

Here at NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business. We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we’d encourage you to apply.

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come. We do this by providing reliable and affordable water and wastewater services for our customers. We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business. Our vision is to be the national leader in the provision of sustainable water and wastewater services.

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

• Generous holiday entitlement starting at 23 days (pro rata), plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.