Customer Service Advisor

£24,476 per year. Permanent, Full time, Hybrid working (minimum 8 days per month in office).

About the role
As a Customer Service Advisor at the Consumer Council for Water (CCW), you will manage complaints from customers who could not resolve issues with their water company. You will be the single point of contact, applying evidence based decision making to secure fair outcomes while delivering a low effort, high quality customer journey.

Key responsibilities

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

Essential skills & experience

• 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 the 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.

Benefits

• Hybrid working policy - 8 days per month in office, remainder from home.
• 25 days annual leave plus 10 days public and privilege holidays.
• Flexi time, accrue and take time off in lieu.
• Generous Civil Service Pension.
• Health & fitness allowance, paid days for voluntary work, wellbeing hour once a month.
• On site coffee shop, free eye test every 2 years, annual flu jab.

Closing date: 29/07/2026.