Customer Service Advisor

Customer Service Advisor

Salary: £24,476 + Excellent Civil Service Benefits

Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)

Permanent | Full Time | 37 hours per week

Gi Group is partnering with CCW (Consumer Council for Water) to support them in the recruitment of a Customer Service Advisor.

CCW is the independent voice representing water consumers in England & Wales. It provides free advice and helps people resolve complaints with their water company, while influencing policy, government, and regulators through research.

As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer. You will be the single point of contact throughout each case, balancing empathy with evidence‑based decision‑making to secure fair outcomes. You will also identify trends, share insights, and highlight good or poor practice to improve services across the sector.

• Manage a personal caseload from first contact to resolution, ensuring timely progress and accurate records.
• Investigate complaints, reviewing evidence from customers and water companies to provide balanced guidance.
• Challenge companies where necessary to secure appropriate outcomes.
• Communicate proactively with customers and companies, mainly by phone.
• Resolve complaints early wherever possible, supporting constructive conversations and mediation‑style approaches.
• Deliver a simple, low‑effort customer journey with clear next steps and realistic timescales.

• Experience in a customer‑facing role, ideally involving complaints or complex enquiries.
• Confidence managing a caseload and progressing issues to resolution.
• Strong analytical skills and ability to identify key facts to guide outcomes.
• Excellent communication skills, particularly by phone, with the ability to explain complex issues clearly and simply.
• A calm, professional approach to difficult conversations and sensitive situations.
• A proactive, accountable mindset focused on delivering fair outcomes and a low‑effort customer experience.

• 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 available, with the ability to accrue and take time off in lieu throughout the year.
• 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.

29.07.26