Customer Service Advisor

As a Customer Service Advisor, you will be responsible for handling customer queries and managing cases through our innovative customer portal. Your focus will be on delivering clear, accurate, and helpful written responses. You will manage a variety of customer enquiries while maintaining high service standards. During peak periods, you may also assist with inbound calls to help manage overall customer demand.

You will receive thorough training to equip you with the knowledge and skills needed to excel in the role. We place great emphasis on attention to detail, accuracy, and effective written communication to ensure our customers receive the highest level of service. You will be joining a friendly, supportive team that values collaboration and continuous learning.

This role will allow you to develop new skills while making the most of your existing abilities. We are committed to supporting our employees’ career growth and offer many opportunities for those who are eager to progress within the company.

Our workplace is fast-paced and energetic, offering you the chance to grow and acquire skills that are transferable across different business areas. We are looking for individuals who are proactive, confident, and capable of taking responsibility for decision-making and case resolution independently.

• Deliver exceptional customer service to business water customers, primarily through written communication using our cutting-edge customer platform.
• Respond to metering and billing queries in writing, ensuring responses are accurate and easy to understand.
• Manage customer expectations and aim to resolve issues at the first point of contact.
• Build rapport, quickly identify customer needs, and provide the best solutions for both the customer and Castle Water.
• Liaise with third parties on behalf of customers to ensure seamless service.

• A passion for delivering excellent customer service.
• Proven experience in a customer service role, with the ability to build strong relationships with customers and colleagues.
• Excellent written communication skills with an eye for detail.
• Good phone manner and ability to communicate clearly when required.
• Organisational skills, including the ability to multitask and prioritise workloads effectively.
• Strong negotiation skills and problem-solving abilities.
• Proficiency in Microsoft Excel, Word, and Outlook preferred but not required.