At a Glance
- Tasks: Help customers resolve issues and deliver exceptional service every day.
- Company: Join a dynamic team focused on enhancing customer experiences.
- Benefits: Flexible shifts, no weekends, and a supportive work environment.
- Other info: Opportunity for growth and development in a rewarding role.
- Why this job: Make a real difference in people's lives through outstanding customer care.
- Qualifications: Experience in customer service and strong communication skills.
The predicted salary is between 24000 - 28000 £ per year.
We’re looking for a passionate and customer‑focused Customer Care Advisor to join our Customer Hub team.
This is a fantastic opportunity for someone who enjoys resolving complex customer issues, delivering exceptional service, and making a real difference to customer experience.
You’ll be responsible for managing customer queries and complaints, ensuring customers are kept informed throughout their journey, and working closely with operational teams to achieve timely resolutions.
Key Responsibilities
- Manage customer complaints and enquiries through to resolution.
- Keep customers informed throughout investigations, setting realistic expectations and providing regular updates.
- Monitor customer‑raised jobs and ensure service level agreements (SLAs) are achieved.
- Work proactively with operational teams to minimise repeat contacts and complaint escalation.
- Analyse complaint trends and identify root causes to drive service improvements.
- Produce reports and updates for management teams on complaint performance and outstanding actions.
- Support customer satisfaction activities, including customer callbacks and feedback reviews.
- Maintain accurate records in line with regulatory requirements and company procedures.
- Support vulnerable customers through services such as the Priority Services Register.
- Ability to be on Stand‑by when required.
About You
Essential
- Previous experience in a customer service, customer care or complaints handling environment.
- Excellent communication and interpersonal skills.
- Strong problem‑solving and investigation skills.
- Ability to manage multiple priorities and workloads effectively.
- Experience working to targets, deadlines and service levels.
- Good attention to detail and administrative skills.
- Confidence building relationships with internal and external stakeholders.
- A genuine passion for delivering outstanding customer service.
Desirable
- Experience within the utilities or regulated services sector.
- Knowledge of complaint handling processes and regulatory requirements.
- Experience analysing customer feedback and identifying service improvements.
- Understanding of CRM systems and customer management tools.
Working hours: 38 hours per week – 4–5 days per week – Shifts between 08:00 am and 06:00 pm – No weekends.
The successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
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Customer Care Advisor employer: Pennon Group Plc
At Pennon Group Plc, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the field of environmental management. Our Bristol location provides unique opportunities for professional growth, supported by flexible working options and comprehensive healthcare benefits, making it an ideal place for passionate individuals to contribute to meaningful water resource projects.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pennon Group Plc. 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 Pennon Group Plc 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 Care Advisor
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 Pennon Group Plc:Your cover letter is your chance to shine! Tell us why you want to work at Pennon Group Plc 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 Pennon Group Plc!
How to prepare for a job interview at Pennon Group Plc
✨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.
