Customer Service Advisor

Customer Service Advisor 

Location: Pride Park, Derby - Site Based
Employer: Morson Edge, recruiting on behalf of Severn Trent Water
Contract: 3-month temporary contract, with potential for temp-to-perm
Pay: £13.20 per hour
Positions available: 3
Hours: Rotating shifts between 8:00am and 8:00pm, Monday to Sunday

About the Role

Morson Edge are recruiting three Customer Service Advisors to join the team supporting Severn Trent Water and their customer journey.

This is a customer-focused role where you will be contacting customers who have already reported an issue to Severn Trent. Your role will be to keep customers informed, provide reassurance and ensure they receive a positive experience throughout the process.

You dont need years of customer service experience to be successful in this role. Were looking for people with personality, confidence and a genuine desire to help customers. Most importantly, you should be comfortable using your initiative, communicating clearly and taking ownership of your conversations.

Key Responsibilities

• Make outbound calls to customers who have previously reported an issue to Severn Trent (no sales involved).

• Contact customers initially to confirm that their issue has been received and is being dealt with.

• Keep customers updated where there are changes or developments relating to their service.

• Make follow-up calls where there are changes to scheduled appointments or arrangements.

• Provide clear, professional and reassuring information to customers.

• Listen to customers, understand their needs and respond appropriately.

• Use your initiative to resolve queries or identify when further support is required.

• Maintain accurate customer records and update relevant systems.

• Deliver a positive customer experience throughout each interaction.

• Work closely with other teams, including scheduling, to ensure customers receive accurate and timely information.

About You

Were looking for someone who is:

• Confident and personable with a natural ability to build rapport.

• Comfortable speaking to customers over the telephone.

• Customer-focused and genuinely enjoys helping people.

• Able to use their own initiative and think on their feet.

• A clear and effective communicator.

• Organised and able to manage multiple customer interactions.

• Reliable, adaptable and comfortable working as part of a team.

• Comfortable working in a fast-paced environment.

• Previous customer service or contact centre experience would be beneficial, but is not essential.

Working Hours

This is a rotating shift pattern covering 8:00am-8:00pm, Monday to Sunday.

The available shifts are:

• 8:00am - 4:00pm

• 10:00am - 6:00pm

• 12:00pm - 8:00pm

You will not be required to work every weekend. Weekend working will be on a rota, with employees working either Saturday or Sunday for 4 out of every 6 weeks.

Location & Training

The role is site based at Pride Park, Derby.

There will be an element of classroom-based training at the start of the assignment to ensure you have the knowledge and confidence needed to support Severn Trent customers effectively.

Whats on Offer?

• £13.20 per hour

• 3-month temporary contract

• Potential opportunity to become permanent

• Full training provided

• Opportunity to work with a well-established organisation

• Join a supportive customer-focused team

• No extensive previous experience required

Interested?

If youre a confident, friendly and proactive person who enjoys speaking to people and helping customers, wed love to hear from you.

Morson Edge are recruiting now for three Outbound Customer Service Advisors to support Severn Trent Water.