Customer Service Advisor

Job Title: Customer Service Advisor
Location: Pride Park, Derby
Salary: £12.53 per hour
Hours: Monday to Friday, 7am-4pm (Flexible shifts: 7am-3pm or 8am-4pm)
Overtime: Occasional, paid at time and a half

About the Role
We are seeking a Customer Service Advisor to join the Planning & Scheduling team within Severn Trent's Customer Planning and Scheduling department. This role is vital in ensuring the seamless coordination of field operations across the region. You'll work closely with external suppliers, field managers, operatives, and local planning authorities to guarantee timely and efficient service delivery.

Key Responsibilities

• Utilize our corporate planning tool, Click, to prioritize and schedule both customer-appointed and proactive work for field technicians and repair teams.
• Coordinate with customers, local operational teams, and highway authorities to ensure work is completed to the highest standard.
• Keep customers informed of the status of their requests, ensuring their satisfaction throughout the process.
• Work within service levels and KPIs to meet customer expectations and business objectives.
• Adapt and redistribute work in real time to manage changing priorities and service levels.
• Proactively contribute ideas to improve processes through local meetings and continuous improvement initiatives.

Key Requirements

• Strong IT skills, including proficiency in Microsoft Office.
• Ability to work effectively under pressure in a fast-paced and dynamic environment.
• Excellent communication skills with a proven track record in managing customer expectations.
• Experience working with external bodies (e.g., local councils, Highways Authorities).
• Strong ability to interpret and analyze complex information.
• Experience in working to service levels and individual targets.

Desirable Skills

• Experience using Click planning tools.
• Knowledge of SAP and SWIMM systems.
• NRSWA qualification.

Why Join Us?
This role offers the opportunity to be part of a critical function supporting Severn Trent's field and contact centre operations. You'll have the chance to work in a dynamic environment with the potential for overtime and career growth.