Pennon Group Plc
Customer Care Advisor
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Powered by Water, Driven by Purpose
At Bristol Water, we’ve been serving generations of families since 1846. Ensuring people in our communities have access to healthy water is paramount, which is why we work around the clock testing our water hundreds of times a day.
We’re proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future. Our goals? As well as lowering our carbon footprint, we’re working with partners to plant 300,000 trees, restore peatlands and supporting farmers and landowners to improve water quality and wildlife.
Whether you’re starting out or seeking a new challenge, our scale and ambition create opportunities for you to shape your own career.
Ready to make a splash? Join our team today.
About The Role
We're looking for a passionate and customer-focused Customer Care Advisor to join our Customer Hub team.
This is a fantastic opportunity for someone who enjoys resolving complex customer issues, delivering exceptional service, and making a real difference to customer experience. You'll be responsible for managing customer queries and complaints, ensuring customers are kept informed throughout their journey, and working closely with operational teams to achieve timely resolutions.
Key Responsibilities
As a Customer Care Advisor, You Will
- Manage customer complaints and enquiries through to resolution.
- Keep customers informed throughout investigations, setting realistic expectations and providing regular updates.
- Monitor customer-raised jobs and ensure service level agreements (SLAs) are achieved.
- Work proactively with operational teams to minimise repeat contacts and complaint escalation.
- Analyse complaint trends and identify root causes to drive service improvements.
- Produce reports and updates for management teams on complaint performance and outstanding actions.
- Support customer satisfaction activities, including customer callbacks and feedback reviews.
- Maintain accurate records in line with regulatory requirements and company procedures.
- Support vulnerable customers through services such as the Priority Services Register.
- Ability to be on Stand-by when required.
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About You
We're looking for someone who has:
Essential
- Previous experience in a customer service, customer care or complaints handling environment.
- Excellent communication and interpersonal skills.
- Strong problem-solving and investigation skills.
- Ability to manage multiple priorities and workloads effectively.
- Experience working to targets, deadlines and service levels.
- Good attention to detail and administrative skills.
- Confidence building relationships with internal and external stakeholders.
- A genuine passion for delivering outstanding customer service.
Desirable
- Experience within the utilities or regulated services sector.
- Knowledge of complaint handling processes and regulatory requirements.
- Experience analysing customer feedback and identifying service improvements.
- Understanding of CRM systems and customer management tools.
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Working hours
- 38 hours per week - 4–5 days per week - Shifts between 8:00am and 6:00pm - No weekends.
Closing Date
- 24th July 2026
We may close this vacancy early if we receive a high volume of applications. We encourage you to apply as soon as possible.
Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process.
Be yourself, we like it that way
Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness.
Our core values, which are essential to our success, are:
Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on.
Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way.
Be the Future - Embrace change. Drive Progress. Own the challenge.
About Pennon
Founded in 1989, Pennon is a FTSE 250 listed company and one of the leading businesses in the UK water sector.
Serving a population of c.3.5million people and c.380,000 business customers, we're committed to supporting the lives of people and the places they love for generations to come.
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