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Job summary

As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer.

Job description

The Role

As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer. You will act as the single point of contact throughout each case, balancing empathy with clear, evidence‑based decision‑making to secure fair outcomes. You will deliver a low‑effort, high‑quality experience by understanding customer needs early, communicating clearly, and progressing cases efficiently.

You will also play an important role in improving services across the water sector by identifying trends, sharing insight, and highlighting both good and poor practice.

Key responsibilities:

• Manage a personal caseload from first contact to resolution, ensuring timely progress and accurate records
• Investigate complaints, reviewing evidence from customers and water companies to provide balanced guidance
• Challenge companies where necessary to secure appropriate outcomes
• Communicate proactively with customers and companies, using phone contact as the primary channel
• Resolve complaints early wherever possible, supporting constructive conversations and mediation‑style approaches
• Deliver a simple, low‑effort customer journey with clear next steps and realistic timescales

Person specification

Essential Skills & Experience:

• Experience in a customer‑facing role, ideally involving complaints or complex enquiries
• Confidence managing a caseload and progressing issues to resolution
• Strong analytical skills and the ability to identify key facts to guide outcomes
• Excellent communication skills, particularly by phone, with the ability to explain complex issues clearly and simply
• A calm, professional approach to difficult conversations and sensitive situations
• A proactive, accountable mindset focused on delivering fair outcomes and a low‑effort customer experience

Benefits

Alongside your salary of £24,476, Consumer Council for Water contributes £7,090 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Hybrid working policy - 8 days per month office‑based; remainder from home (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
• 25 days annual leave plus 10½ days public and privilege holidays
• Flexi time is available, with the ability to accrue and take time off in lieu throughout the year
• Generous Civil Service Pension
• Health & Fitness allowance
• Paid allowance days for voluntary work
• Wellbeing Hour once a month
• Onsite coffee shop
• Free eye test every 2 years and annual flu jab

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

To be considered for this role, please click on the link provided.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Gi Group
• Email : CCW.UK@gigroup.com

Recruitment team

• Email : CCW.UK@gigroup.com