Inbound Customer Service Advisor

Job Title: Inbound Customer Service Advisor
Location: Coventry
Contract Type: 13 week temp to perm contract.
Salary: £13.72 per hour
Hours: 37.5 hours per week, on a rota between 6:30am - 10:00pm, including weekends (not every weekend)
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About the Role
Morson Talent is proud to be recruiting on behalf of Severn Trent for Customer Service Advisors to join their dedicated contact centre team in Coventry.
This role is all about helping customers when they need it most. Youll be taking inbound calls from customers reporting issues with their water supply - whether it’s low pressure, cloudy water, internal flooding, or blockages. You won’t be dealing with complaints instead, your focus will be on quickly and empathetically identifying faults and providing reassurance and support.

Key Responsibilities
- Answer inbound calls from customers reporting water-related faults
- Log all information accurately and efficiently
- Provide updates and reassurance during incidents
- Use strong problem-solving skills and show empathy throughout the call
- Adapt to changes in call demand, especially during bad weather
- Occasionally make outbound calls to follow up on existing queries (very rare)

What We’re Looking For
- Previous customer service or contact centre experience (highly beneficial)
- Strong communication and active listening skills
- Ability to stay calm and resilient under pressure
- Excellent attention to detail
- Ability to build rapport quickly with a wide range of customers
- Willingness to work a rotating shift pattern (including early mornings, evenings, weekends, and bank holidays)

Shift Pattern
- 37 hours per week:
- Rotating shift pattern between 6:30am - 10:00pm (working the same shift all week. I.e. if you are on early shifts 6:30am - 2:30pm you will be on them for the whole week). Need to be flexible for weekends, you will not work every weekend. Rota is given 8 weeks in advance.
- Fixed 8-week rota provided in advance
- Free on-site parking for shifts before 7am or after 7pm, and on weekends/bank holidays

Training & Onboarding
- Full training provided over three weeks [Monday to Friday for training]
- On-site interviews only