Salary up to £33,100 per annum depending on experience
Location Hanningfield, Chelmsford, Essex
This is a , full time vacancy that will close in 10 days at 23:59 BST.
About the role
Customer Advisor – Metering Operations
Working hours Full time, Permanent
Salary up to to £33,100 per annum depending on experience
Location Hanningfield, Essex
About the role
Join our Metering Operations team and play a key role in delivering exceptional service that puts our customers at the heart of everything we do. This is a fantastic opportunity to be part of a forward-thinking, high-performing team that is driving improvements and shaping the future of metering across the organisation.
Delivering an unrivalled customer experience is central to our ambition to become a national leader within the water industry. We are therefore looking for an individual who is genuinely passionate about creating exceptional customer experiences and who demonstrates this commitment every day, continually striving to improve and excel.
In this role, you will be focused on providing the highest possible levels of customer service, taking pride in creating positive experiences and driving your own performance to deliver the best outcomes for our customers. You will build strong, positive relationships based on mutual trust and respect with colleagues, managers, and the wider business, ensuring we move forward together as one cohesive and high-performing team.
As part of the Metering Operations team, you will provide essential back-office support to our field teams. This will include coordinating work, resolving queries from both field teams and the wider customer operations function, and playing a key role in ensuring a smooth and positive customer journey by arranging and scheduling appointments. You will also support a range of administrative activities relating to meter reading, billing, metering optants, non-household (NHH) processes, and general maintenance.
You will be responsible for managing smart metering queries, including supporting customers transitioning from unmeasured to measured tariffs, handling billing queries, and making outbound contact regarding customer-side leakage.
Your excellent customer service skills, underpinned by our core principles, will help ensure that we consistently deliver a world-class service, reflected in our customer satisfaction (CSAT) and C-MeX performance.
About You
You are passionate about delivering outstanding customer service and take pride in creating positive customer experiences. You are confident communicating with customers and colleagues alike, with the ability to handle queries in a clear, professional, and empathetic manner.
You are highly organised, with strong attention to detail and the ability to manage multiple tasks effectively in a fast-paced environment. You are comfortable working with data and navigating systems, ensuring accuracy in everything you do.
You approach challenges with a solution-focused mindset and are able to handle sensitive situations with discretion and care. As a team player, you build strong working relationships and are always willing to support others to achieve shared goals. Flexibility and a proactive approach are key, as you will support different areas of the business when required.
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 26 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 11%.
- 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.
This role has also been defined as a safety or security critical role and as a condition of a formal offer of employment you’ll be required to undergo a drug and alcohol test.
Prospective employees and agency workers in defined safety and security critical roles will be required to undertake a drug and alcohol test after the job offer has been made. This will be prior to or within four weeks of their start date.
Prospective employees and agency workers who fail a pre-employment urine drug screen will have their sample analysed by the Company appointed laboratory as a matter of course. Failing a pre-employment drugs or alcohol test may lead to the job offer being revoked
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.
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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.
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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.
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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
Christmas savings club
Discounts & cashback offers
Qualification loan
Documents
Business Plan 2025-30 - Essex & Suffolk Water - DownloadBusiness Plan 2025-30 - Main Report - DownloadBusiness Plan 2025-30 - Northumbrian Water - DownloadRestore and Regenerate - Our Environment Strategy to 2050 - Download
