Customer Care Advisor

Job Title - Sewer Flooding Case Specialist

Full Time

18 month Fixed Term Contract

Salary – £26,388 with progression to £31,045

Location – Northumbria House, Pity Me

Are you ready to dive into a role where no two days are the same? We're on the hunt for a passionate Sewer Flooding Case Specialist to join our busy team at Northumbria House. If you thrive in a fast-paced environment and love tackling new challenges head-on, this role is for you!

About the Role

As a key player in our sewer flooding team, you will manage written complaints and queries, addressing any issues related to customer operations with precision and care.

You will keep our customers informed about sewer flooding issues, ensuring they're always in the loop with proactive updates.

You will be responsible for the processing and handling GSS payment requests with efficiency, whilst also delivering top-notch service throughout every customer’s journey as part of our case management process.

We juggle multiple workstreams, and our customers deserve swift resolutions. So, if you're organised and committed to resolving complaints within just 2 working days, we need you on our team!

Collaboration is key here. You'll work alongside different business areas to investigate and resolve customer queries, building strong relationships and aiming for the best outcomes for everyone involved.

We are a friendly, close-knit team and currently follow a flexible hybrid working pattern between 08:00 and 17:00.

About You

We are looking for someone with exceptional communication skills, both written and verbal, as you'll be managing customer contact by telephone, writing, and face-to-face interactions.

You will have stellar organisational skills with an ability to solve problems with a logical and thorough approach.

You will have a passion for delivering a customer-centric approach, which will enable you to deliver unparalleled customer experiences and putting the customer at the heart of everything you do.

You will have proven experience of managing demanding workloads while working to tight deadlines and can bring excellent IT skills, including proficiency in Microsoft Word and Excel.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation. 

Please note this role may require a DBS to be completed prior to employment

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.

We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:

• Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
• Company pension scheme, where we’ll double match your contributions up to an employer contribution of 10%.
• Free access to local attractions.
• A fantastic discount scheme, with savings on days out, shopping, travel and more.
• Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
• Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
• Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
• Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.