Customer Service Advisor / Customer Contact Centre Opportunities
Full Time / Permanent / £26,227.50 / Office Based / Stoke-on-Trent
Looking for a customer service role that fits around your life – not the other way around?
No evenings / No weekends / A Real Living Wage.
The chance to work for an award‑winning business that genuinely values its people.
If you’ve got contact centre experience and a passion for helping customers, this could be the role you’ve been waiting for.
Why Water Plus?
Water Plus is the UK’s largest water retailer for business customers, supporting around 350,000 businesses across England and Scotland – from small independent traders to some of the UK’s biggest organisations.
We’re proud to be:
- Award‑winning, including the UK Customer Satisfaction Award for Sustainable Customer Service 2025
- A Real Living Wage Employer – because paying people fairly matters
- A business that puts people, customers and values at the heart of everything we do
As we continue to grow, we’re expanding our friendly and knowledgeable Customer Service Contact Centre team in Stoke-on-Trent.
The role at a glance
Start date: 3 August 2026. If Shortlisted, you will be invited to an assessment centre which will take place from 5:00pm - 7:00pm on Thursday, 2 July 2026.
Contract: Permanent, full-time
Location: Stoke-on-Trent office, with 1 day a week working from home after probation
Assessment: If shortlisted, you will be invited to an Assessment Centre. You will be required to complete a variety of tasks, including Computer competency.
As a Customer Service Advisor, you’ll be the reassuring voice our business customers trust. You’ll help resolve queries by phone and email, making sure every customer feels listened to, supported and valued.
What you’ll be doing
- Speaking with business customers to understand their needs and resolve queries efficiently
- Handling account-related questions and, at times, more complex or challenging conversations with professionalism and empathy
- Knowing when to escalate or seek support from our brilliant in‑house experts
- Working closely with your teammates to deliver a consistently great customer experience
- Accurately recording customer interactions on our digital systems
- Staying curious and proactive – no two days are ever quite the same
You’ll never be thrown in at the deep end. From day one, you’ll receive a fully comprehensive induction that covers:
- Who Water Plus is and what we stand for
- Our services and customers
- Our award‑winning approach to customer service
- The systems and tools you need to succeed
Working hours (work–life balance comes as standard)
· 37.5 hours per week
· Monday to Friday only
· No evenings. No weekends.
You’ll work an 8‑hour shift between 8:00am and 5:30pm, on a rotating schedule:
- Start times: 8:00 / 9:00
- Finish times: 4:30 / 5:30
During the initial 12 weeks of training – hours of work will be between 8:00am– 5:30pm.
After successfully completing your 6‑month probation, you’ll have the choice to:
- Work 1 day per week from home, or
- Continue working fully from the office – it’s completely up to you
We’d love to hear from you if you:
- Have previous contact centre experience (desirable)
- Feel confident speaking with customers over the phone
- Truly care about delivering great customer service
- Enjoy working as part of a supportive, collaborative team
- Are adaptable, organised and comfortable in a fast‑paced environment
- Have excellent English communication skills – written and verbal
- Are confident using Microsoft Word, Excel and Outlook (training provided for other systems)
- Have strong attention to detail and take pride in doing things right
- Can work independently, while knowing when to ask for support
What’s in it for you?
· Salary: £26,227.50 per annum
· Real Living Wage Employer – we choose to pay you more
· 25 days annual leave, plus:
o All Bank Holidays
o Your birthday off – every year
o Option to buy or sell up to 5 days holiday
· Free on‑site parking
· Free Healthcare Cash Plan
· Pension scheme (matched up to 6%) & Life Assurance
· Confidential Employee Assistance Programme
· Discounts at 350+ major brands
· Star Awards employee recognition scheme
· Long service recognition and rewards
· Access to Water Plus Academy for personal and professional development
· Refer a Friend scheme
About Water Plus
Formed in 2017 as a joint venture between United Utilities and Severn Trent, Water Plus was created when the water market provided businesses with the ability to choose their water supplier.
Today, we’re a the largest water retailer in England, with more than 366,000 business customers across England and Scotland – known not just for great customer service, but for creating a workplace where people can grow, feel valued and build long‑term careers.
Ready to apply?
If this sounds like the right fit for you, we’d love to hear from you.
Questions? Contact us at [email protected]
Please note:
- Roles may close early due to high interest
- Offers are subject to a satisfactory basic DBS check
- Previous applicants need not apply
Job Types: Full-time, Permanent
Pay: £26,227.50 per year
Benefits:
Ability to commute/relocate:
- Stoke-on-Trent ST4 4TW: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What is your notice period?
- Please summarise your experience relevant to this contact centre position, including advising why this opportunity attracts you.
- Please briefly summarise your PC skills, highlighting what you use a PC for day-to-day.
- To enable us to plan effectively, please list the dates of any holidays already booked and or have any scheduled appointments e.g. driving test... up until 31st March 2027. Or state N/A if you do not have any scheduled commitments.
Licence/Certification:
- right work in UK without employer sponsorship now or future (required)
Work Location: In person
