Customer Service Advisor

Customer Service Advisor
Location: 2 Princes Way, Solihull B91 3ES
Working Pattern: 37 hours per week, shifts 8-4 or 9-5
Start Date: ASAP
Duration: 6 months
Pay Rate: £14.70 per hour (PAYE)
Working Model: Office based initially, with the option to move to a hybrid arrangement (two days per week in the office)

Role Overview

We are seeking a Customer Service Advisor to support our Settlements Operations team. This role calls for someone proactive, sharp, and ready to handle a varied workload. The position focuses on analytical and administrative tasks tied to resolving faults, cleansing data for I&C customers, ensuring accurate settlement, meeting industry standards, and enabling correct billing.

Key Responsibilities

• Process standard tickets within Junifer in line with SOPs and SLAs

• Review and interpret feedback from field agents, highlighting any data mismatches

• Identify root causes of performance issues and support testing and changes to improve outcomes

• Contribute to process improvements that reduce costs and enhance customer service

• Contact customers or use internal processes to manage access issues and arrange future agent visits

• Liaise with internal and external stakeholders to provide insight and ensure jobs proceed as planned

• Support process changes and implementation, including testing and documentation

• Provide expertise across end-to-end processes to improve team understanding and ensure accuracy

• Report on workload priorities, monitor progress, and provide scheduled performance updates

Experience and Skills Required

• Previous telephony-based customer service experience

• Confident using Microsoft applications including Outlook, Teams, and Excel

• Ability to navigate and use internal database systems

• Utilities industry experience is desirable

• Strong stakeholder management skills

• Effective problem-solving abilities

• Clear and professional communication skills

This role suits someone who is steady under pressure, eager to refine processes, and committed to delivering accurate, high-quality work. If you're ready to step into a role where attention to detail and initiative truly matter, this is a strong opportunity to progress.