Customer Service Advisor

Salary: £24,042 per annum

Location: Hybrid working from our Dearne Valley (Rotherham) site, you will be required to work 2 days in the office and 3 days at home.

Contract: Permanent

Hours: Full-Time – 37.5 hours per week

Shift pattern: working shifts between the hours of 7am - 11pm Monday to Friday between 8 am to 6 pm.

Training: 4 weeks training which will be Monday to Friday 9am to 5:30pm, the training will be carried out on site and Grad bay for 3 weeks between 9 am to 5 pm

• As a Customer Service Advisor at Capita, you'll be part of our dynamic client team. Become the frontline force for customers facing urgent water-related issues. From sudden loss of supply and pressure drops to the rare but critical home flooding emergencies — you’ll be the calm in the storm, the voice of reassurance, and the problem-solver they count on. If you thrive under pressure, love helping people, and want to make a real impact every single day, this is your moment.
• We are committed to delivering a personalized, premium service that continually enhances our customers' experience. With advanced technical support tools, our platinum service ensures our experts – that's you – can assist customers whenever and wherever they need it.

Hiring Requirements

Job Description

What you’ll be doing:

• Provide world class customer service to your customers and finding complaint resolution on every case
• Working individually and as a team to meet customer/business needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to drive and improve customer experience.
• Deliver against agreed objectives, Service Level Agreements and Key Performance Indicators.
• Regular senior stakeholder interaction up to and including the CEO where you are expected to represent Capita in a professional way.
• Attend internal and external meetings and audits
• Providing real-time support to colleagues for queries and problems to ensure all SLA’s are met
• Organizing your work schedules and activities.
• Provide regular updates to your line manager on performance

Who are we looking for:

• Excellent communication skills including written as a large proportion of customer and client interactions are written
• Preferential to have experience in a complaint’s environment
• When working from home, you will require a quiet, private and comfortable workspace with a reliable Wi-Fi connection.
• Ability to prioritize workload to meet challenging deadlines
• A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
• A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
• Strong Microsoft skills, including word and excel

What’s in it for you?

• A competitive salary of £24,042 per annum
• 22 days’ holiday
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

What will happen next:

• Choose ‘apply’ to submit a short application ensuring you add your contact number and email address so we can reach you easily -

https://capita.wd3.myworkdayjobs.com/CapitaGlobal/job/Rotherham/Southern-Water-Customer-Service-Advisor_10116429-1

• The team will then reach out to discuss the role in more detail.

Equal Opportunities

• We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.

• Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support, you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .

• For more information about equal opportunities and process adjustments, please visit the Capita Careers website.