Customer Experience Advisor

Salary: £24,043.50 Per annum
Location: Hybrid working from our Dearne Valley office (minimum 2 days in office & 3 days from home as standard, however there may be a requirement to complete more days in office in certain circumstances).
Contract: Permanent
Hours: Full-Time – 37.5 hours per week
Shift pattern: Working flexible between the hours of 8am – 6pm Monday to Friday, Example shifts: Monday to Friday between 08:00-16:00 / 09:00–17:00 / 10:00–18:00.
Training: 7-week training period will be followed by 3 weeks of Grad Bay on Monday to Friday 09:00-17:00.
Start date: Monday 27th April 2026.
As a Customer Service Advisor at Capita, you will be expected to manage your customer complaints from end to end and finding a resolution for your customer. You will be expected to have collaborative working relationships with all stakeholders to get the best possible outcome.

Job title:

Customer Experience Advisor

Job Description:

What you’ll be doing:

• 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

Who are we looking for:

• 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.

What’s in it for you? 

• A competitive salary of £24,043 per annum
• 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

What will happen next:

• Choose ‘apply’ to submit a short application ensuring you add your contact number and email address so we can reach you easily.
• The team will then reach out to discuss the role in more detail.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [email protected] and we’ll get back to you. 

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Location:

Rotherham

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent