At a Glance
- Tasks: Manage customer enquiries and resolve complex charging queries with excellent service.
- Company: Join Southern Water, a leader in transforming the UK's water industry.
- Benefits: Competitive salary, full-time hours, and opportunities for growth and development.
- Other info: Diverse workplace committed to inclusion and continuous improvement.
- Why this job: Make a real impact while enhancing customer experiences in a dynamic environment.
- Qualifications: Experience in customer service, strong communication skills, and attention to detail.
The predicted salary is between 26034 - 31820 £ per year.
Location: Durrington
Contract Type: Permanent
Hours: Full time – 37hrs per week
Salary: c.£30,000
About the role
As the Charging Case Advisor (Customer Service Advisor), you’ll be responsible for managing a portfolio of customer enquiries from receipt through to resolution. You'll investigate complex charging queries, analyse site and customer data, and apply charging policies to deliver accurate outcomes while providing an excellent customer experience. Working closely with internal stakeholders and customers, you'll ensure cases are resolved efficiently, maintain accurate records, and contribute to continuous improvement across the Wholesale team.
What you will be responsible for:
- Manage a portfolio of Site Area Based Charging (SABC) enquiries from receipt through to resolution, ensuring cases are completed accurately and within agreed service levels.
- Investigate and assess charging queries using site information, customer data and charging policies to reach fair and accurate outcomes.
- Resolve customer enquiries through a range of channels, including telephone, email and internal business systems.
- Support the Surface Water Charging Manager with escalated customer issues and complex cases.
- Build strong working relationships with customers, retailers and internal stakeholders to deliver a positive customer experience.
- Maintain accurate records and case notes, ensuring compliance with company procedures, regulatory requirements and quality standards.
- Provide clear, concise advice and updates to customers, effectively managing expectations throughout the case lifecycle.
- Identify opportunities to improve processes, share best practice and contribute to the continuous improvement of service delivery.
What you'll bring to the role:
- Experience in a customer service or case management environment.
- Excellent written and verbal communication skills.
- Strong attention to detail and problem-solving ability.
- Experience working with data and interpreting information to support decision-making.
- Ability to manage multiple priorities and work to service level agreements (SLAs).
- Good negotiation and stakeholder management skills.
- Strong IT skills, including Microsoft Office applications.
- Knowledge of the water industry or case management systems would be advantageous, but not essential.
About Southern Water
Southern Water is at the forefront of transforming Britain’s water industry, investing significantly to enhance resilience, sustainability, and service excellence. With £7.8bn planned investment for 2025-30, this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed. You will be joining at a time of significant change, working alongside a highly skilled leadership team with a clear vision for the future. We offer an environment where senior professionals can make a meaningful impact, influence major strategic decisions, and help shape the future of our services.
Inclusion Statement
We understand that great talent comes in many forms. If this role excites you and you share our commitment to delivering sustainable solutions for our communities, please apply, even if your experience doesn't perfectly match every requirement. We'll support your growth and development.
Our Commitment to Diversity
We welcome applicants from all backgrounds, identities and experiences. We do not discriminate based on race, ethnicity, gender, sexual orientation, age, disability, religion or any other protected characteristic. If you need reasonable adjustments during the recruitment process, please let us know.
Additional Information
In line with Southern Water's security requirements, successful candidates will be required to provide evidence of their identity, eligibility to work in the UK, criminal record check (DBS) and verification of their employment and/or education history for the past three years. Appointment to this role is subject to the successful completion of all pre-employment checks, including security vetting.
Customer Service Advisor in Durrington employer: Southern Water
Southern Water is an excellent employer, offering a dynamic work culture that values innovation and collaboration in the heart of Falmer, Brighton. With a strong commitment to employee development, you will have access to ongoing training and growth opportunities while working on impactful infrastructure projects that contribute to the community. The hybrid working model promotes a healthy work-life balance, making it a rewarding place for professionals seeking meaningful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Durrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southern 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 Southern 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 Customer Service Advisor in Durrington
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 Southern Water:Your cover letter is your chance to shine! Tell us why you want to work at Southern 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 Southern Water!
How to prepare for a job interview at Southern 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.
