About

Description As a Customer Service Advisor, you will be responsible for managing an array of customer and client enquiries via telephone, website, and email channels, demonstrating excellent customer satisfaction and ensuring all daily tasks are completed accurately and consistently.This role sits within our Severn Trent Water Metering contract, where Network Plus delivers essential clean water services across the region. You’ll play a key part in supporting our operational teams and customers throughout the metering process — from installation and maintenance to resolving customer queries and ensuring a positive experience. This may involve liaising with field teams, scheduling appointments, and providing timely updates to customers about planned works or any issues that may arise. Key Responsibilities Ensure the highest level of customer service is achieved for both external and internal customers, providing excellent satisfaction every timeRespond to customer and client enquiries efficiently, ensuring professionalism and empathy in all interactionsEnsure that all client and customer operational requirements are met by managing your time effectively and prioritising contacts accordinglyMaintain and update customer and company/client databases, ensuring all issues are recorded thoroughly and escalated appropriatelyManage the resolution of customer complaints within agreed timescales, meeting company KPIs and SLAsWork collaboratively with our field and planning teams to ensure customer promises are met and information is accurately communicated Skills, Knowledge & Expertise Experience within the utilities sector is desired but not essentialA background in customer service is essential, ideally within a contact centre or field operations environmentStrong IT and system literacy, with the abili