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For Companies At a Glance
- Tasks: Guide customers through sewer connection processes and provide top-notch service.
- Company: Join South West Water, a company committed to inclusion and belonging.
- Benefits: Generous holiday allowance, flexible leave options, and employee discounts.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Customer service background and strong communication skills required.
- Other info: Dynamic role with opportunities for growth and a supportive team environment.
The predicted salary is between 25241 - 35241 £ per year.
Join to apply for the Customer Experience Advisor role at South West Water.
This range is provided by South West Water. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
At South West Water we believe that the strongest businesses are built on solid, stable foundations – with a vision and a culture that gives them the freedom to change, improve and innovate. We’re proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we’ve also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.
About The Role
As a Customer Experience Advisor, you will be responsible for delivering high-quality customer service to new connection customers. Reporting to the Service Delivery Lead, your focus will be on maintaining exceptional customer service and considering the customer impact in all decision-making processes. You will monitor the team’s work basket and assist with tasks to achieve set goals, ensuring compliance with regulatory guidance and legislation.
What you\’ll be doing:
- Demonstrate excellent knowledge of all relevant systems, policy, charging arrangements, and processes
- Resolve technical, complex, or sensitive customer queries in a courteous, positive, and professional manner
- Accurately update and maintain corporate systems throughout the life of applications
- Act as the first point of contact for internal and external customer escalations, ensuring early resolution
- Assist with team training and coaching as needed, supporting the wider training of anyone involved in the new connection process
- Proactively identify opportunities to improve processes and customer experiences
- Collaborate with related departments to promote positive interdepartmental relationships that foster excellent customer service
- Produce high-quality and accurate New Connection Quotations, Refunds, and Land Entry Notices
- Support compliance with legislation by working closely with Water Regulations Teams
What we are looking for:
- Background in Customer Service or Operational working environments
- Proven administrative experience in a busy office environment
- Experience with MS Office and other relevant systems (Ellipse, RAPID, CRM)
- Excellent communication skills
- Strong analytical, problem-solving, and decision-making skills
- Excellent organisational and time management skills
- Ability to manage difficult customer situations and resolve contacts effectively
- Self-motivated with an aptitude to learn
- Ability to work under pressure and meet deadlines
If you are enthusiastic, organised, and a strong communicator with a passion for delivering excellent customer service, we want to hear from you. Join us and be part of a team that’s committed to making a positive impact every day.
Closing date: 31st October 2025
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.
Core values
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 everyday. Be yourself and make your mark in your individual way.
Be the Future — Embrace change. Drive Progress. Own the challenge.
Benefits
- Generous holiday allowance plus bank holidays
- Opportunity to buy or sell annual leave for extra flexibility
- Cycle to Work scheme
- Free car parking at most sites
- Up to 26 weeks’ additional maternity leave
- Shared parental leave options
- Employee share schemes
- Free, confidential Employee Assistance Programme
- Access to thousands of deals and discounts through Perkbox
- Discretionary bonus
- Competitive contributory pension scheme
Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Utilities
#J-18808-Ljbffr
Customer Experience Advisor employer: South West Water
Contact Detail:
South West Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Get to know the company! Research South West Water and their values. When you understand what they stand for, you can tailor your conversations to show how you fit right in with their culture.
✨Tip Number 2
Practice your communication skills! As a Customer Experience Advisor, you'll be chatting with customers all day. Role-play with a friend or family member to get comfortable handling tricky situations and showcasing your problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. This can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in joining the team at South West Water. Don’t miss out!
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Advisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your excellent communication skills in your application. Use clear and concise language, and don’t forget to mention any experience you have with digital communication tools.
Highlight Your Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled difficult customer situations or resolved issues effectively in the past. This will show us that you’re ready to handle the challenges of the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy to do!
How to prepare for a job interview at South West Water
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills. Think about past experiences where you've handled difficult situations or provided exceptional service. Be ready to share specific examples that highlight your problem-solving abilities and how you kept customers happy.
✨Familiarise Yourself with the Role
Dive deep into the job description and understand what a Customer Experience Advisor does. Familiarise yourself with terms like 'sewer connection' and 'risk assessments'. This will not only help you answer questions more confidently but also show your genuine interest in the role.
✨Practice Your Communication Skills
Since excellent communication is key for this role, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family. Focus on being concise and ensuring your answers are structured, especially when discussing your experience with MS Office and other relevant systems.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company culture, team dynamics, or specific challenges the team faces. This shows you're not just interested in the job, but also in how you can contribute to their success and align with their core values.
