Provide world class customer service to your customers and finding complaint resolution on every case
Working individually and as a team to meet customer/business needs in a responsive and efficient manner, managing escalated problems and performing root cause analysis of any trends identified to drive and improve customer experience.
Deliver against agreed objectives, Service Level Agreements and Key Performance Indicators.
Regular Southern Water senior stakeholder interaction up to and including the Southern Water CEO where you are expected to represent Capita in a professional way.
Attend internal and external meetings and audits
Providing real-time support to colleagues for queries and problems to ensure all SLA’s are met
Organising your work schedules and activities.
Provide regular updates to your line manager on performance
Review reports daily, weekly, monthly which highlight opportunities for improvement
Represent the Southern Water brand at all times when dealing with and supporting the team to resolve queries

Excellent communication skills including written as a large proportion of customer and client interactions are written
Preferential to have experience in a complaint’s environment
Ability to prioritise workload to meet challenging deadlines
A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
Strong Microsoft skills, including word and excel
When working from home, you will require a quiet, private and comfortable workspace with a reliable Wi-Fi connection.

22 days’ holiday
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Easy access to transport
On Site parking
On site team building
Company matched pension, life assurance, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks… and plenty more
Voluntary benefits designed to suit your lifestyle—from discounts on retail and socialising, to health & wellbeing, travel, and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Customer Experience Advisor

Key skills