Customer Advisor – Call Centre – Arrears Support Team
Permanent, Full Time – 37 hours per week
Salary up to £29,000
Hybrid working available after probation
Start date 3rd November 2025.
About the Role
We’re an inbound contact centre who help and assist customers in arrears, providing guidance and support whilst always seeking the best outcome.
Our customers are at the heart of our business which is why our customer advisors need to be positive, enthusiastic people who have a real desire to deliver amazing customer service.
Coaching, training and one to one development will be provided to reach your full potential.
About you
Previous experience in an arrears based role is desirable but not essential if you have the other qualities the role requires. We provide fully paid training to give you the tools and skills you need to develop and succeed.
To succeed in this role you need to demonstrate the following skills and traits:
1. Resilience
2. Be great communicator
3. Empathy
4. Be an exceptional listener
5. Take an open minded and non judgmental approach to your work
6. You need to be goal orientated and solution focussed
7. Above all you need to be a team player
8. Possess good with IT skills
About us
Our benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
9. Up to 28 days annual leave, including bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
10. Digital GP service
11. Hybrid working – once probation is passed
12. Employee Assistance Programme, including a 24/7 wellbeing support line
13. Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
14. Free access to local attractions.
15. A fantastic discount scheme, with savings on days out, shopping, travel and more.
16. Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
17. Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
18. Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
19. Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
This role has also been defined as a safety or security critical role and as a condition of a formal offer of employment you’ll be required to undergo a drug and alcohol test.
Prospective employees and agency workers in defined safety and security critical roles will be required to undertake a drug and alcohol test after the job offer has been made. This will be prior to or within four weeks of their start date.
Prospective employees and agency workers who fail a pre-employment urine drug screen will have their sample analysed by the Company appointed laboratory as a matter of course. Failing a pre-employment drugs or alcohol test may lead to the job offer being revoked