Customer Experience Advisor

Overview

Provide high‑quality service to new‑connection customers, handling queries, quotes and escalations.

Key Responsibilities

• compliance support
• system updates
• process improvement
• quotation production
• customer escalations
• team training

Tasks

-Support compliance with legislation by working closely with Water Regulations Teams -Accurately update and maintain corporate systems throughout the life of applications -Proactively identify opportunities to improve processes and customer experiences -Produce high-quality and accurate New Connection Quotations, Refunds, and Land Entry Notices -Act as the first point of contact for internal and external customer escalations, ensuring early resolution -Resolve technical, complex, or sensitive customer queries in a courteous, positive, and professional manner -Collaborate with related departments to promote positive interdepartmental relationships that foster excellent customer service -Assist with team training and coaching as needed, supporting the wider training of anyone involved in the new connection process

Requirements

• ms office
• ellipse
• rapid
• crm
• customer service
• analytical

What You Bring

-Self-motivated with an aptitude to learn -Proven administrative experience in a busy office environment -Demonstrate excellent knowledge of all relevant systems, policy, charging arrangements, and processes -Ability to work under pressure and meet deadlines -Excellent communication skills -Strong analytical, problem-solving, and decision-making skills -Experience with MS Office and other relevant systems (Ellipse, RAPID, CRM) -Background in Customer Service or Operational working environments -Excellent organisational and time management skills -Ability to manage difficult customer situations and resolve contacts effectively

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Benefits

-Competitive contributory pension scheme -Up to 26 weeks’ additional maternity leave -Opportunity to buy or sell annual leave for extra flexibility -Generous holiday allowance plus bank holidays -Access to thousands of deals and discounts through Perkbox -Cycle to Work scheme -Free car parking at most sites -Employee share schemes -Free, confidential Employee Assistance Programme -Discretionary bonus -Shared parental leave options

About South West Water

-South West Water is a leading provider of water and wastewater services, covering Cornwall, Devon, and parts of Dorset. -The company is known for pioneering innovation in water treatment and sustainability efforts across its service regions. -Specializes in providing clean, safe water and efficient wastewater treatment to both residential and commercial customers. -Committed to ensuring the highest standards of water quality and environmental stewardship in all its operations. -One of the standout projects includes the upgrade of wastewater treatment facilities to meet growing demand and environmental standards. -South West Water's operations span a variety of sectors, including residential, commercial, and industrial water services.

Sector Specialisms