Customer Services Advisor

We’re making a difference:
Together, we can ensure that there is enough water for everyone, now and in the future.

Portsmouth Water are looking for Customer Services Advisors to join the team.

We are passionate about delivering exceptional levels of Customer Service and are looking for candidates who share this desire. The role involves serving customers over the phone and in writing, responding to requests such as customer moves, processing payments and billing queries. The successful individual will always work in line with our values of Excellence, Future Focus and Integrity.

If successful in your application, you will be joining a forward-thinking team which really places the customer at the heart of everything we do. You will have the opportunity to get involved in wider business activities, such as volunteering at community events, helping at the annual science fair and raising money for Water Aid. You will have the opportunity to influence and shape our service offering to customers and develop your own personal skills.

• Use CRM system to process inbound customer contact which could be received via phone, email, letter, customer portal, live chat or any other channels the business makes available to customers
• Resolving queries at first point of contact
• Data entry accuracy – customer details, recording of complaints, account changes
• Processing of some reporting – credit lists, old bank details etc
• Processing technician job results ensuring customer is kept up to date and account updated as required
• Managing tariffs – Social Tariff and Water Sure
• Listening to customers, understanding their needs and providing tailored solutions
• Undertaking administration tasks

Skills, Qualifications & Competencies

• A passion for delivering excellent customer service
• A positive attitude with a passion for helping others
• Strong problem-solving skills and attention to detail
• An excellent communicator
• Ability to work under pressure and multitask
• Confident using Microsoft office
• Experience of working in a call centre environment
• Experience of working in a busy customer facing environment

Baseline Personnel Security Standard (BPSS) pre-employment checks that will include a basic disclosure check. Depending on the role, you may also be required to go through the national security vetting process for either a CTC or SC clearance check. Any offer of employment is conditional upon completion and receipt of satisfactory checks.

We recognise people want to work in a variety of different ways, and that’s why we’re happy to consider flexible working arrangements. Please feel free to talk to us at interview about the flexibility you may be looking for.

We’re committed to equality, diversity and inclusion, and we actively encourage applications from all sections of society.

Please be aware, the Company has a responsibility to ensure that all employees are eligible to live and work in the UK.

Due to the high volume of applications we may receive, we’re unable to respond to every applicant individually. If your application is of interest, we’ll usually be in touch within 4 weeks of receiving it.

• Holidays Made Better:
  Enjoy 25 days of annual leave, plus bank holidays, giving you plenty of time to relax, recharge, and explore.
• A Pension That Works for You:
  We’ll help secure your future with a generous pension scheme, contributing up to 15% – because your tomorrow matters as much as your today.
• Performance Pays Off:
  You could earn a non-contractual bonus of up to 6% of your basic salary, linked to company performance – because when we succeed together, you should benefit too.
• Family Comes First:
  Whether you’re welcoming a new arrival through birth or adoption, we’ve got your back with enhanced maternity, paternity, and adoption leave and pay.
• Social Events:
  All expenses covered summer and winter social events.
• Peace of Mind, Always:
  Our life assurance scheme gives your loved ones extra security, with a 4x salary lump sum benefit in case the unexpected happens.
• Comprehensive Wellbeing Support:
  Whether you need confidential mental health and wellbeing advice 24/7 through our Employee Assistance Programme, or physical health support via our Virtual GP service (available 8am–10pm, 7 days a week for you and your immediate family), help is always close at hand with the Health Hero app.
• PW Perks – Treat Yourself!:
  • Electric Vehicle Scheme (after 1 year)
  • Cycle to Work Scheme
  • Health Cash Plan…and so much more!