Operational Customer Advisor

Powered by Water, Driven by Purpose

At Bristol Water, we have been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day.

We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we're working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.

Whether you're starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.

Ready to make a splash?
Join our team today.

As an Operational Customer Service Advisor, you will be the first point of contact for customers experiencing issues or requiring support with their water supply. Working within a fast paced operational environment, you will provide a professional, empathetic and efficient service across multiple communication channels, resolving customer enquiries wherever possible and coordinating with operational teams to ensure a positive customer experience.

You will play a key role in protecting customer satisfaction, maintaining regulatory compliance and ensuring customers remain informed throughout their journey, particularly during service interruptions, incidents and operational activities.

• Manage customer enquiries and complaints through a variety of contact channels but this will be mainly via call handling, delivering a high standard of customer service at every interaction.

• Take ownership of customer issues from initial contact through to resolution, ensuring timely updates and effective communication throughout.

• Provide clear and accurate advice whilst promoting self service options where appropriate.

• Work closely with operational, planning, scheduling, communications and customer experience teams to resolve customer concerns efficiently.

• Maintain accurate customer records and case management information in accordance with company standards and regulatory requirements.

• Resolve complaints at the first point of contact wherever possible, delivering positive customer outcomes.

• Process customer compensation payments and service guarantees accurately and within agreed timescales.

• Administer and maintain Priority Services Register information, ensuring vulnerable customers receive appropriate support.

• Proactively communicate with customers regarding planned work, incidents and interruptions to service.

• Contribute to team and departmental performance targets while maintaining high levels of quality and customer satisfaction.

• Support operational response activities, including participation in standby and out-of-hours rotas as required.

• Previous experience in a customer service, contact centre environment.

• Excellent verbal and written communication skills with the ability to build rapport quickly.

• Strong problem-solving and organisational skills with the ability to manage multiple priorities.

• Experience handling customer complaints and complex enquiries in a professional manner.

• Ability to remain calm, resilient and customer-focused in a fast paced operational environment.

• Strong attention to detail and commitment to maintaining accurate records.

• Good IT skills, including experience using customer management systems and Microsoft Office applications.

• Ability to work both independently and collaboratively within a team environment.

• Passionate about delivering an exceptional customer experience.

• Positive, professional and approachable manner.

• Adaptable and flexible, with a willingness to support…