At a Glance
- Tasks: Support customers with enquiries and complaints about their water supply in a friendly manner.
- Company: Join Bristol Water, a leader in the UK water sector with a commitment to sustainability.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional development.
- Other info: Enjoy a supportive team environment with excellent career growth opportunities.
- Why this job: Make a real difference in your community while developing your customer service skills.
- Qualifications: Passion for customer service and strong communication skills required.
The predicted salary is between 27566 - 27566 £ per year.
Powered by Water, Driven by Purpose. At Bristol Water, we've been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day. We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.
Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and support farmers and landowners to improve water quality and wildlife. Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
We're recruiting for an Operational Customer Service Advisor to join our team working in Bristol. Joining us on either a full time, permanent basis or a 12 month fixed term contract, you will receive a competitive salary of £27,566 per annum, with the opportunity to earn up to an additional £1,000 a year through standby arrangements.
About the role:
We're looking for friendly, proactive people to join our Operational Customer Services team based onsite in Bristol. You'll be part of a small, supportive team working within a larger customer hub. As the first point of contact for our customers, you'll support them with enquiries and complaints about their water supply. Your role is all about delivering a helpful, professional service and making things as easy as possible for our customers.
You'll work across a range of contact channels, aiming to resolve issues at the first point of contact wherever you can, while keeping customers updated every step of the way. The role involves some flexibility in working patterns with one late shift (until 8pm) per week and one weekend shift every 3 weeks. We also operate a standby rota and this is scheduled for 2 weeks out of every 7.
What you'll be doing:
- Handling customer enquiries and complaints across multiple contact channels in line with service targets while maintaining a positive, friendly and customer focused approach at all times.
- Providing clear, accurate advice and signposting customers to self service options where appropriate.
- Progressing enquiries through to resolution, either directly or by working with the appropriate internal teams.
- Keeping customers informed at all stages and setting realistic expectations for resolution.
- Accurately recording customer interactions in line with OFWAT regulations.
- Resolving complaints at the first point of contact wherever possible.
- Processing Guaranteed Standards Scheme (GSS) and Bristol Customer Promise payments accurately and on time.
- Maintaining and updating the Priority Services Register.
- Using proactive communications to keep customers informed of interruptions to water supply.
- Working closely with teams across the business, including Customer Teams, Operations, Planning & Scheduling, Communications and Customer Experience.
What we're looking for:
- A passion for delivering great customer service.
- Previous inbound call handling, customer service experience.
- Strong communication skills and a friendly approach.
- Ability to stay calm and organised in a fast paced environment.
- Confidence to take ownership and work as part of a team.
You don't need to know everything from day one - we'll support you all the way. You'll receive structured training, including classroom learning, call shadowing and buddy support. Training takes place during core hours (8.00am-5.00pm), with late and weekend shifts introduced gradually as you grow in confidence.
Why join us?
- A competitive salary.
- 23 days holiday rising to 27 over 5 years service.
- Opportunity to buy or sell annual leave for added flexibility.
- Opportunity to invest in Pennon Group plc through employee share schemes.
- Support with wellbeing, including a free, confidential Employee Assistance Programme.
- Flexible benefits scheme.
- Access to thousands of discounts and offers via Pennon Perks.
- Competitive contributory pension scheme.
- And much more.
Closing Date: 23rd Sept 2026. Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values, which are essential to our success, are:
- Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
- Be You - We want you to bring your best every day. Be yourself and make your mark in your individual way.
- Be the Future - Embrace change. Drive Progress. Own the challenge.
Operational Customer Service Advisor Bristol Water Customer and Community Bristol employer: SES Water
SES Water is an exceptional employer, dedicated to providing a supportive and inclusive work environment where employees can thrive. With a strong focus on professional development, competitive salaries, and comprehensive benefits, including healthcare and generous annual leave, we empower our team members to make a meaningful impact on public health through safe drinking water. Join us in our mission to create a greener future while enjoying the opportunity to grow your career in the vibrant South East of England.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Customer Service Advisor Bristol Water Customer and Community Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SES Water. 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 SES Water 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 Operational Customer Service Advisor Bristol Water Customer and Community Bristol
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 SES Water:Your cover letter is your chance to shine! Tell us why you want to work at SES Water 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 SES Water!
How to prepare for a job interview at SES Water
✨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.
