Consumer Relations Advisors

Consumer Relations Advisors

Location: Birmingham or Cardiff

Are you passionate about helping consumers achieve the best possible outcome to their complaint about their water company or retailer?

We currently have exciting opportunities for individuals who are experienced in all aspects of providing excellent customer service; have strong communication skills, both verbal and written; have attention to detail with strong organisational skills; and who have excellent investigative, negotiation and problem-solving skills.

We are the independent voice for water consumers in England and Wales. Since 2005, we have helped thousands of consumers resolve complaints against their water company, while providing free advice and support. All of our work is informed by extensive research, which we use to champion the interests of consumers and influence water companies, governments and regulators.

As a Consumer Relations Advisor you will be part of the Consumer Relations Team which handles upwards of 12,000 complaints and enquiries every year from consumers in England and Wales who have been unable to resolve their issue with their water company or retailer. 

Reporting to one of three Consumer Relations Managers, the successful candidate will be able to use their proven experience of providing excellent customer service through taking ownership of complaints cases unresolved with water companies and retailers, received verbally or in writing, and undertaking investigations whilst being the key point of contact for consumers for the duration of the complaint to achieve the best possible outcome for them.

In exchange, we’ll offer you the chance to work in a rapidly changing, dynamic organisation with a fantastic range of benefits available including Civil Service Pension, Blended Working, Flexible Working Options, Travel Season Ticket Loans, Free access to Health Assured EAP, discounts and offers available via our STaR benefits platform and much much more.

If you are interested please apply using the People First recruitment portal (click ‘apply’ to access) and submit both your CV and a statement of suitability (no more than 2 pages) which outlines how your key skills and experience match to the job description and person specification, explaining your suitability for the role.

The selection process will include:

• A sift using the content of your CV and statement of suitability
• Interviews in person or via Teams w/c 5 February

Guaranteed Interview Scheme (GIS) - We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post. To be eligible for the guaranteed interview scheme you must have a disability or long term health condition. The disability could be physical, sensory or mental and must be expected to last for at least 12 months. You do not have to be registered as a disabled person to apply under the scheme. If you would like to apply through this scheme, please complete the Guaranteed Interview Scheme form and return along with your application (access our careers page by clicking ‘apply’). 

We want everyone to have a fair chance, no matter their gender, race, disability, sexual orientation, gender identity, religion, beliefs, age, or family status. All applications are considered fairly based on merit. To enable us to do this, candidates are asked to complete the voluntary Equal Opportunity Monitoring form. The information provided will be kept confidential and will be used for monitoring purposes only.

Additional information:-

• There are several full time permanent posts available for this vacancy and one fixed term post for up to 12 months with a possibility of extension or becoming permanent
• We offer comprehensive training 
• Successful candidates can be based in either our Birmingham or Cardiff office (subject to maximum occupancy levels in our Cardiff office)
• Our current blended working policy sets the expectation that a full time member of staff will spend a minimum of eight working days each calendar month in the office
• During the induction training programme you may be required to attend the office on a more frequent basis than the eight days each calendar month
• Successful candidates may be required to answer incoming calls from water consumers and due to the nature of the work, start and finish times of 08:30 –17:00, and breaks will be rostered for business need purposes
• Successful candidates may be required to attend Company complaints assessments
• Advisors will start at the Associate level (salary £22,794 per annum)

Welsh speaking Advisors only

• Will start at the Specialist level (salary £24,066 per annum)
• Consideration may be given to requests to be home based although some office attendance will be required

By clicking ’apply’ you will be taken to our careers page where you can see further details of how to apply as well as links to supporting documents.

Closing date: 26th January 2024