Customer Advisor - Meter Field Services

Customer Advisor - Smart

Full Time

1 x Permanent role & 1 x 12 month Fixed term contract

Salary – Up to £31,045 depending on experience

Location – Pity Me, Durham/Hybrid working

About the role

We’re looking for a dynamic and customer focused Customer Advisor to join our Metering Operations Team.  You’ll be at the heart of our mission to provide industry leading customer service.

We are rolling out smart meters across our Northumbrian Water and Essex & Suffolk Water areas.  You’ll take ownership of smart meter queries to ensure that every customer you deal with receives the highest level of service, handling contacts with care and efficiency.

You’ll also be responsible for ensuring that customers are billed correctly, managing leakage detection, monitoring meter alarms and other administrative tasks.

The position operates on a rota, with shifts from 8am to 6pm Monday to Friday and 8am to 1pm on a Saturday.

Our team is friendly and welcoming, following a hybrid working pattern with office working days at Northumbria House, Pity Me on Monday and Tuesday and home working the rest of the week.

About you

We’re looking for you to be an enthusiastic customer service professional with experience in a fast-paced multi-disciplinary environment.  You’ll be passionate about providing the best possible levels of customer service, creating positive experiences for our customers, and driving performance improvements.

You’ll have brilliant verbal and written communication skills, with experience in complaint handling, and have the ability to exchange information clearly and concisely. Self-motivated you’ll be able to ‘see the bigger picture’, ‘think on your feet’ and hold meaningful conversations with our customers. Confident in using corporate systems to manage your daily workload you’ll have experience of balancing tasks to deliver within set targets.

You’ll have previously worked in a reactive environment managing multiple demands and prioritising effectively. At ease scheduling work and working to deadlines.

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.