Southern Water Customer Service Advisor

What you’ll be doing:

• Supporting with inbound calls
• Taking ownership of each call you will be delivering a service which makes Southern Water customers feel valued and supported
• Taking calls from Southern Water customers to support with a wide range of high priority/emergency enquires. Customers may be experiencing instances of no water, a drop in pressure, discoloured water or in extreme circumstances, flooding in their homes.
• Many of these customers may be vulnerable or in distress, so your empathy and ability to remain calm under pressure will be essential.
• Creating a positive experience for both customer and client

Who are we looking for:

• Confidence and the ability to communicate clearly and effectively
• An ability to learn new skills quickly, including adopting new processes and technology
• An ability to think on your feet and adapt to different situations, maintaining emotional stability and staying motivated with a drive to continuously improve 
• A good listener, who can be empathetic, show patience and adapt their behaviours to suit different callers
• Good attention to detail, ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.  
• Ideally, experience working within a customer service environment.
• A quiet space to work at home with a strong WIFI connection

What’s in it for you? 

• A competitive salary  of £24,043 per annum
• 22 days’ holiday
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice  
• Company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks… and plenty more 
• Voluntary benefits designed to suit your lifestyle—from discounts on retail and socialising, to health & wellbeing, travel, and technology  
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What will happen next:

• Choose ‘apply’ to submit a short application ensuring you add your contact number and email address so we can reach you easily.
• The team will then reach out to discuss the role in more detail.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. 

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.