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Customer Relations Advisor

About the role

Job description:Customer Relations Advisor

Location:Birmingham or Cardiff

Hours:Currently full time is 37 hours over 5 days per week, although we will consider requests to work flexibly over 4 days or for a minimum of 25 hours per week.

We offer flexible and hybrid working during our operational hours of 7am to 7pm Monday to Friday with the option to work from home 3 days per week.

About us:

CCW is the passionate independent voice, representing water consumers in England & Wales. We support thousands of people each year, providing free advice and support helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone’s needs and interests, completing and showcasing research that influences water companies, government and the regulator to make change happen.

In Customer Relations, our mission is to simply be the best, delivering excellent service and support to anyone who contacts us for help with water company complaints and concerns. We work in collaboration with the water sector itself to get fair outcomes for customers and champion change through sharing best practice and partnership working to benefit all.

Our values:

We expect and support all CCW colleagues to embody and celebrate CCW’s values through Positive Energy, Respect for all, Innovative spirit, Delivery of our promises and being Engaged as one (PRIDE).

What you’ll be doing:

Reporting to the Customer Relations Manager, you will be part of an established team who deliver a complaint handling service to water customers in England and Wales.

With your own caseload to manage, you will support our customers through their complaints journey by:

  • Handling complaints against water companies either in writing or by phone, in line with CCW’s performance commitments

  • Engaging with water companies to make sure you get the best possible complaint or enquiry outcome for your customer

  • Taking ownership of and maintaining accurate records on the database system

  • Working with colleagues to escalate individual complaints and/or seek advice and guidance to progress complaints and enquiries

  • Sharing complaint handling best practice with your team

  • Keeping abreast of CCW and company policies and initiatives

Who we’re looking for:

As a Customer Relations Advisor, you will be passionate about customer service to ensure we achieve our mission. You’ll be naturally empathetic with a keen interest in helping people.

You will also be able to demonstrate:

  • Excellent written and verbal communication skills

  • Good organisational and prioritisation skills

  • Adaptability to change

  • Experience of working well within a team

Career development opportunities:

At CCW, we want to see our team develop and grow in their chosen career path. For this reason, this role has three different levels for you to progress in. Our commitment to you is that your salary will increase as you successfully move through these levels.

Salary & Benefits:

CCW offer a starting salary of £21,879 with the opportunity to increase your salary through performance up to £26,869.

Benefits include Civil Service Pension, Flexible Working Options, Travel Season Ticket Loans, Bicycle Loans, Free access to Health Assured and much more.

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