Customer Service Advisor
Posted
Description
- Job grade: Executive Officer
- Contract type: Permanent
- Business area: CCFW - Commercial
- Type of role: Contact Centre
- Working pattern: Full-time
- Number of jobs available: 4
Location
Birmingham, West Midlands (England), B2 4BH
About the job
Job summary
As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer.
Job description
As a Customer Service Advisor, you will take ownership of customer complaints that have not been successfully resolved directly with their water company or retailer. Acting as the primary point of contact throughout each case, you will manage a varied caseload, investigate concerns, review evidence and work with all parties involved to achieve fair and reasonable outcomes.
This is a highly casework-focused role requiring strong judgement, attention to detail and the ability to balance empathy with impartial decision-making. You will be responsible for progressing cases from initial referral through to resolution, gathering and assessing information, identifying key facts and ensuring every customer receives a fair, consistent and professional service throughout their journey.
Key Responsibilites
- Manage a personal caseload from referral to resolution, ensuring timely progression and accurate record keeping
- Investigate complaints through gathering, reviewing and analysing information from customers, water companies and other relevant parties
- Assess evidence objectively and provide balanced, evidence-based recommendations and guidance
- Act as the dedicated point of contact throughout the life of a case, providing updates and managing expectations
- Liaise with water companies and retailers to obtain information, challenge decisions where appropriate and support effective outcomes
Person specification
Essential Skills & Experience:
- Experience in a customer-facing role involving complaints, investigations, case handling or complex enquiries
- Strong analytical and investigative skills with the ability to identify key facts and assess information objectively
- Experience handling challenging conversations and sensitive situations in a calm, professional and empathetic manner
- A proactive and accountable approach focused on delivering fair outcomes and positive customer experiences
Benefits
Alongside your salary of £24,476, Consumer Council for Water contributes
£7,090 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides (opens in a new window).
- Hybrid working policy - 8 days per month office based; remainder from home
- 25 days annual leave plus 10½ days public and privilege holidays
- Flexi time with the ability to accrue and take time off in lieu
- Generous Civil Service Pension
- Health & Fitness allowance
- Paid allowance days for voluntary work
- Wellbeing Hour once a month
- Onsite coffee shop
- Free eye test every 2 years and annual flu jab
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
To be considered for this role, please click on the link provided.
Feedback will only be provided if you attend an interview or assessment.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the
Civil Service People Plan (opens in a new window)
and the
Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available.
You may want to save a copy for your records.
Contact point for applicants
Apply at advertiser's site
Share this page
- Gmail