Customer Experience Advisor

Overview

Salary: £24,043.50 Per annum

Location:

Hybrid working from our Dearne Valley office (minimum 2 days in office & 3 days from home as standard, however there may be a requirement to complete more days in office in certain circumstances).

Contract:

Permanent

Hours:

Full-Time – 37.5 hours per week

Shift pattern:
Working flexible between the hours of 8am – 6pm Monday to Friday. Example shifts: 08:00-16:00, 09:00-17:00, 10:00-18:00.

Training: 7-week training period will be followed by 3 weeks of Grad Bay on Monday to Friday 09:00-17:00.

Start date:

Monday 30th March 2026.

Role: Customer Experience Advisor

• Provide world class customer service and finding complaint resolution on every case.
• Work individually and as a team to meet customer/business needs in a responsive and efficient manner, manage escalated problems and perform root cause analysis of any trends identified to drive and improve customer experience.
• Deliver against agreed objectives, Service Level Agreements and Key Performance Indicators.
• Engage with Southern Water senior stakeholders up to and including the Southern Water CEO, representing Capita professionally.
• Attend internal and external meetings and audits.
• Provide real-time support to colleagues for queries and problems to ensure all SLAs are met.
• Organise your work schedules and activities.
• Provide regular updates to your line manager on performance.
• Review reports daily, weekly, monthly to identify opportunities for improvement.
• Represent the Southern Water brand when dealing with and supporting the team to resolve queries.

• Excellent communication skills including written work, as a large proportion of interactions are written.
• Experience in a complaints environment is preferred.
• Ability to prioritise workload to meet challenging deadlines.
• Self-motivated, takes responsibility for both customer and team issues and follows them through to resolution.
• Positive and enthusiastic, focused on delivering excellent customer service.
• Strong Microsoft skills, including Word and Excel.
• When working from home, you will require a quiet, private workspace with a reliable Wi-Fi connection.

• Competitive salary of £24,043 per annum.
• 22 days’ holiday.
• Option to take a paid day out of the office for volunteering or a chosen cause.
• On-site parking and easy transport access.
• On-site team building.
• Company-matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks, and more.
• Voluntary benefits including discounts on retail and socialising, health and wellbeing, travel, and technology.
• Access to Employee Network Groups to connect and learn in an inclusive environment.

• Choose “apply” to submit a short application with your contact number and email address.
• The team will then reach out to discuss the role in more detail.

We’re an equal opportunity and Disability Confident employer. We recruit and develop people based on merit and passion and are committed to an inclusive, barrier-free recruitment process and working environment. If you need the job description or application form in an alternative format or need support, please email rea and we’ll get back to you.

Access to Work can help candidates with a physical or mental health condition or disability in the hiring process, including communication support  you require this support, you can apply for it at: the government site for Access to Work.

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

Rotherham, United Kingdom

Full time

Permanent