Customer Service Advisor
Gi Group
Job Description
Salary: £24,476 + Excellent Civil Service Benefits
Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
Permanent | Full Time | 37 hours per week
Introduction
Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Service Advisor.
About CCW
CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone’s needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen.
We are a government Arm’s Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).
CCW values: We expect and support all CCW colleagues to embody and celebrate CCW’s values through Positive Energy, Respect for all, Innovative Spirit, Delivery of our Promises and being Engaged as One (PRIDE).
The Role
As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer. You will act as the single point of contact throughout each case, balancing empathy with clear, evidence‑based decision‑making to secure fair outcomes. You will deliver a low‑effort, high‑quality experience by understanding customer needs early, communicating clearly, and progressing cases efficiently.
You will also play an important role in improving services across the water sector by identifying trends, sharing insight, and highlighting both good and poor practice.
Key responsibilities
- Manage a personal caseload from first contact to resolution, ensuring timely progress and accurate records
- Investigate complaints, reviewing evidence from customers and water companies to provide balanced guidance
- Challenge companies where necessary to secure appropriate outcomes
- Communicate proactively with customers and companies, using phone contact as the primary channel
- Resolve complaints early wherever possible, supporting constructive conversations and mediation‑style approaches
- Deliver a simple, low‑effort customer journey with clear next steps and realistic timescales
The Person
- Experience in a customer‑facing role, ideally involving complaints or complex enquiries
- Confidence managing a caseload and progressing issues to resolution
- Strong analytical skills and the ability to identify key facts to guide outcomes
- Excellent communication skills, particularly by phone, with the ability to explain complex issues clearly and simply
- A calm, professional approach to difficult conversations and sensitive situations
- A proactive, accountable mindset focused on delivering fair outcomes and a low‑effort customer experience
Benefits & Offering
- Hybrid working policy — 8 days per month office‑based; remainder from home (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
- 25 days annual leave plus 10½ days public and privilege holidays
- Flexi time is available, with the ability to accrue and take time off in lieu throughout the year
- Health & Fitness allowance
- Paid allowance days for voluntary work
- Wellbeing Hour once a month
- Onsite coffee shop
- Free eye test every 2 years and annual flu jab