Southern Water Customer Service Advisor

Southern Water Customer Service Advisor

As a Customer Service Advisor at Capita, you'll be part of our dynamic Southern Water 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 personalised, 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. Bring your "can-do" attitude and passion for customer service, and we'll provide you with the tools and training to excel in your role. Join us and be part of a team that values excellence and customer satisfaction.

What you'll be doing:

• Supporting with inbound calls
• Taking ownership of each call you will be delivering a service which makes Southern Water customers feel valued and supported
• Taking calls from Southern Water customers to support with a wide range of high priority/emergency enquires. Customers may be experiencing instances of no water, a drop in pressure, discoloured water or in extreme circumstances, flooding in their homes.
• Many of these customers may be vulnerable or in distress, so your empathy and ability to remain calm under pressure will be essential.
• Creating a positive experience for both customer and client

Who are we looking for:

• Confidence and the ability to communicate clearly and effectively
• An ability to learn new skills quickly, including adopting new processes and technology
• An ability to think on your feet and adapt to different situations, maintaining emotional stability and staying motivated with a drive to continuously improve
• A good listener, who can be empathetic, show patience and adapt their behaviours to suit different callers
• Good attention to detail, ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.
• Ideally, experience working within a customer service environment.
• A quiet space to work at home with a strong WIFI connection

What's in it for you?

• A competitive salary of £24,043 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
• Company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks… and plenty more
• Voluntary benefits designed to suit your lifestyle—from discounts on retail and socialising, to health & wellbeing, travel, and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

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.
• 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.