Job Description

Salary

Between 24,836 and 31,045 depending on experience

Location

Pity Me, Durham, County Durham

About the role

Digital Customer Advisor - Ops Contact Centre

Contact Type - Full Time, 12 Month Fixed Term contract available

37 hours per week

Salary - Up to 31,045 per annum (depending on experience)

Location - Pity Me, Durham

About the role

Interviews for this role will take place on 27th & 28th May 2025.



We are looking for a creative, engaging and customer focused individual to join our friendly, innovative, and welcoming Operations Contact Centre in Durham.



With more of our customers choosing to contact us digitally through WhatsApp, SMS, Web Chat, Facebook, and X (previously Twitter), there's never been a more exciting time to join our customer service team as we continue to grow our digital offering.



As a member of our team you will provide industry leading customer service by taking ownership of the customer journey and responding to customer queries about their water and wastewater services through our digital and social media channels.



Proactive communication is a key part of the Digital Customer Advisor role, and you will be responsible for keeping our customers informed of any interruption to their supply by text message, email, web update and our social media care accounts and for updating our corporate system with event information so colleagues can provide customers with the latest service updates.



Our Digital Customer Advisors are part of a small and passionate team, managing multiple workstreams in a fast-paced environment. We're available 8am to 10pm Mon-Fri, and 8am to 8pm Sat-Sun, working a pattern that includes two weekends in seven and one 10pm finish per week.



We currently work a hybrid model that requires you to work a minimum of two days a week from the office and your remaining days, late finishes and weekends worked from home.

About you

The successful candidate will have an exceptional level of customer service as well as being able to demonstrate how they meet our company values: Customer Focused, Results Driven, One Team, Ethical and Innovative.



You'll be required to effectively manage multiple workstreams and prioritise your workload whilst undertaking duties including proactive communications, manage customer contact through our digital and social media platforms and supporting colleagues throughout the business.



A creative mind-set is key to allow you to showcase innovative ways to support our customers and recognise opportunities to help drive contact away from traditional channels such as phone.



Excellent written and verbal communication skills are essential as you will respond to customer contact through various digital and social media channels.



You'll embrace training and support to allow you to be the best that you can be, and you'll be required to take calls for up to 12 weeks as part of your initial training.



Show an adaptable and flexible approach to work a pattern that includes evenings and weekends.

Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.

Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.

We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.





Please note this role will require a DBS to be completed prior to employment

NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.

About us

Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we're committed to having a diverse community represented across our business.



We're aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply

NWG at a glance:

Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.

We do this by providing reliable and affordable water and wastewater services for our customers.

We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.

Our vision is to be the national leader in the provision of sustainable water and wastewater services.

To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.

Our benefits

We're a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our 'Tap Into' benefits include:

Generous holiday entitlement starting at 23 days plus bank holidays and additional time off on Christmas Eve and New Year's Eve. There's also the option to buy or sell holidays. Company pension scheme, where we'll double match your contributions up to an employer contribution of 10%. Free access to local attractions. A fantastic discount scheme, with savings on days out, shopping, travel and more. Award winning 'Living Well' wellbeing support, including access to a digital GP service for you and your family members. Support with sustainable travel - through salary sacrifice cars and a cycle to work scheme. Financial wellbeing support - access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme. Support with your development - we offer a range of development opportunities, can support you through an interest free qualification loan and we'll even pay for any relevant professional body subscription.

About us

NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.


We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.

Our values

Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.


Our values are:

Results Driven

We take responsibility for achieving excellent business results.

Ethical

We are open and honest and meet our commitments with a responsible approach to the environment and our communities.

Customer Focused

We aim to exceed the expectations of our internal and external customers.

Innovative

We continuously strive for innovative and better ways to deliver our business.

One Team

We work together consistently, promoting co-operation, to achieve our corporate objectives.

Colleague benefits

We're the great company we are because of you - our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.


To find out more about our benefits, see our benefits booklet attached to this advert.

Eyecare

Discounted Medicals

Employee Assistance Programme

Cycle2work

Buying & selling annual leave

Long service awards

Salary sacrifice car scheme

Computer

Loans

Award winning wellbeing site

NWG savings scheme

Company pension scheme

Pre-retirement workshops

Life assurance

Discounts & cashback offers

Qualification loan

Documents

Business Plan 2025-30 - Essex & Suffolk Water - Download
Business Plan 2025-30 - Main Report - Download
Business Plan 2025-30 - Northumbrian Water - Download
Restore and Regenerate - Our Environment Strategy to 2050 - Download
JD - Digital Customer Advisor - Ops.docx - Download