Customer Service Specialist

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Department: Severn Trent Water
Location: Brunel House
Compensation: £26,984 / year

Description
The Customer Service Advisor will manage a range of customer and client inquiries through telephone, web, and email channels, ensuring excellent customer satisfaction and accurate completion of daily tasks.

Key Responsibilities

• Ensure the highest level of customer service is achieved for both external and internal customers, providing excellent satisfaction every time.
• Respond to customer and client enquiries efficiently, ensuring professionalism and empathy in all interactions.
• Prioritise contacts effectively to meet all client and customer operational requirements.
• Maintain and update customer and client databases, ensuring all issues are recorded thoroughly and escalated appropriately.
• Manage the resolution of customer complaints within agreed timescales, meeting company KPIs and SLAs.
• Collaborate with field and planning teams to ensure customer promises are met and information is accurately communicated.

Skills, Knowledge & Expertise

• Experience within the utilities sector is desired but not essential.
• Background in customer service, ideally within a contact centre or field operations environment.
• Strong IT and system literacy, with the ability to learn new platforms quickly.
• Excellent organisational skills and ability to meet important deadlines in a fast‑paced environment.

Job Benefits

We offer a competitive salary based on experience along with a full benefits package.

Equal Opportunity

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces‑friendly. We welcome applications from ex‑Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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