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We're looking for a Customer Service Advisor to join our Natural Resources, Nuclear & Networks team based in Huntingdon, working on our Anglian Water Alliance

Location: Fully office based in Huntingdon, Cambridgeshire

Hours: 37 hours per week - some flexibility on hours available if desired, just let us know when you speak to us

We are unable to offer certificates of sponsorship to any candidates in this role.

What will you be responsible for?

As a Customer Service Advisor, you'll be working within the team who deliver household and business metering programme which includes installations or new meters, replacements, audits and any trials that may be required for Anglian Water. They also lay new or diversion water mains as well as connections to new or existing developments.

Your day to day will include:

• Act as a key interface with customers by planning and making appointments and gain in-depth insight into their concerns & issues, whilst feeding this back to the business
• Liaising with customers, dealing with questions and queries, and re-directing them to the correct teams
• Ensure system and databases are updated and provide analysis to a range of stakeholders to assist with performance
• Assist with the scheduling and planning of works

What are we looking for?

This role of Customer Service Advisor is great for you if you hold:

• Experience within a customer service environment, particularly over the phone within an office/ depot
• Excellent IT and communication skills

We're all about finding potential here at Kier, and transferrable skills are always welcome So, even if you don't tick every box, please apply and we can have a chat.

If you would like to explore more about the incredible growth and scale of our water business, dive into our diverse project portfolios, and uncover both current and future career opportunities. You can see more information about our water business here.

There's never been a better time to get involved, register your interest today and take the first step toward a rewarding career with us

Rewards and benefits

We're proud to be able to offer our brilliant people a wide variety of benefits that you can tailor to your needs. You can see more information of benefits here.

Diversity and inclusion

Making Kier a diverse and inclusive place to work is a huge priority for us. We're proud of the steps we've taken so far, but we know we must always do more. Our employees are key in shaping Kier's diversity and inclusion initiatives and our people have made a huge impact on how we work, by using their experiences to shape our policies. You can see our D&I action plan here.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum criteria for this role will be offered an interview.

We look forward to seeing your application to #joinkier

• Customer Service Advisor Job

• Location: Huntingdon

• Vacancy ID: 8351
• Background check: None
• Flexible Working: Yes
  
  Flexible working could include part time, job share, condensed hours, or flexible start/end times.

We are a growing dental implant distributor with office and sales teams.  This role will be working within our busy friendly office dealing with customers and our sales team.  The job requires a very high level of motivation, drive, flexibility and responsiveness, as well as excellent communication skills (mainly telephone and email) and the ability to cope effectively with a heavy workload.

Customer services skills are a key factor to this job role.

·    To deal with telephone enquiries and provide exceptional customer service levels at all times

·    Taking orders, advising on stock availability and pricing

·    Provide product information and identifying the customer’s requirements via telephone, post and e-mail

·    Input orders efficiently and accurately into the ordering system when received by telephone, post or e-mail

·    Advise customers of out of stock/discontinued products

·    Pick and pack orders (working alongside the Stock Controller)

·    Advise customers of stock availability/discontinued products (working alongside the Stock Controller)

·    Organise and re-order existing and new stationary items and packing materials for the whole office as and when necessary

·    Manage all customer deliveries with our courier company, ensuring deliveries have reached customers and attend to and resolve any non-deliveries.  Check invoices from courier company on a weekly basis and check all invoice data matches deliveries

·    Working with the stock inventory system

·    Assists the Stock Controller with stock, storage, correct layouts and unloading shipments

Requirements

Essential Skills

• Experience of working as part of a team and the ability to co-operate with other team members to make a significant contribution

• Enjoy good working relationships with individuals in customer, supplier and other organisations you come into contact with

• Excellent communication skills, both verbal and written

• The ability to understand the stock mix of a company and the different demands on that stock. The demands are influenced by both external and internal factors.

• The ability to understand stock in regards to layouts and “filing” stock in the correct order (all stock is filed on a serial number basis)

• Possess good IT systems knowledge in MS Excel/Word/Outlook

• A confident self-starter, someone who is high motivated and capable of managing their own workload to get the job done

• Organise workload to achieve set objectives where there are conflicting demands and priorities

• Possesses physical strength necessary to unload, lift, and carry heavy boxes

1.   CV & Cover Letter → submit via email

2.   Online Assessment → personality & aptitude test 

3.   Online Screening 

4.   Interview Stage → panel interview (Customer Service Manager + Ops)

5.   Offer & Onboarding

Benefits

- Base Salary: £27,000–£30,000 (DOE)

- Pension (auto-enrolment)

- 25 days annual leave + public holidays.

• Lead, train, and motivate a team of customer service representatives to achieve service excellence.
• Oversee daily operations of the customer service team, ensuring efficient query resolution and support.
• Handle escalated customer complaints and complex issues, providing timely and effective solutions.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Implement and enforce customer service policies and procedures to ensure consistency and quality.
• Conduct regular performance reviews and provide constructive feedback and coaching to team members.
• Identify training needs and coordinate development opportunities for the team.
• Contribute to the development of customer service strategies and best practices.
• Liaise with other departments to resolve customer issues and improve overall service delivery.
• Utilize CRM systems and other support tools to manage customer interactions and track issues.
• Analyze customer feedback and identify trends to recommend service improvements.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and mentoring skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage and resolve difficult customer situations effectively.
• Experience in remote team management is a significant advantage.
• Strong organizational skills with the ability to prioritize and manage tasks efficiently.
• A proactive approach to identifying and implementing service improvements.
• Familiarity with data analysis and reporting on customer service metrics.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

• Leading, mentoring, and coaching a team of customer service representatives to achieve performance targets.
• Monitoring team performance, providing regular feedback, and conducting performance reviews.
• Handling escalated customer inquiries and resolving complex issues efficiently and effectively.
• Developing and implementing customer service strategies to enhance customer satisfaction and loyalty.
• Ensuring adherence to service level agreements (SLAs) and quality standards.
• Training new team members and providing ongoing training to existing staff.
• Identifying areas for process improvement and implementing solutions to enhance customer experience.
• Collaborating with other departments to address customer feedback and implement necessary changes.
• Managing team schedules, workload, and resource allocation.
• Maintaining accurate records of customer interactions and team performance.
• Reporting on key customer service metrics and insights to senior management.
• Acting as a point of escalation for customer complaints and resolving them with empathy and professionalism.
• Fostering a positive and supportive team environment that encourages professional growth.

• Lead, coach, and motivate a remote team of customer service representatives.
• Manage daily operations of the customer service function, ensuring high-quality service delivery.
• Set performance goals and monitor team productivity and quality metrics.
• Conduct regular performance reviews and provide constructive feedback.
• Handle and resolve escalated customer complaints and issues.
• Identify areas for service improvement and collaborate with other departments to implement changes.
• Ensure adherence to company policies and procedures in all customer interactions.
• Develop and deliver training programs for new and existing team members.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Foster a positive and supportive team culture.

• Proven experience in a customer service supervisory or team lead role.
• Demonstrated ability to lead and motivate a team, preferably in a remote setting.
• Excellent understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Strong problem-solving and conflict-resolution skills.
• Outstanding communication, interpersonal, and listening skills.
• Ability to manage performance metrics and drive continuous improvement.
• Empathetic and client-focused approach.
• Experience in the fintech or technology sector is a plus.
• Bachelor's degree in a relevant field or equivalent experience.