Morson Talent
Customer Service Advisor and Administrator (Night Shift)
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Inbound Customer Service Advisor (Night Shift)
Location: Coventry
Contract: Temporary - 13-week contract with the possibility of becoming permanent
Pay: £13.72 per hour plus shift uplifts:
- 15% uplift between 8:00pm - 10:00pm (£15.78 per hour)
- 30% uplift between 10:00pm - 6:00am (£17.84 per hour)
- 15% uplift between 6:00am - 6:30am (£15.78 per hour)
Hours: 37.5 hours per week over four nights (Friday, Saturday, Sunday and Monday), 8:45pm - 6:30am.
About the Role
Morson Talent is recruiting on behalf of Severn Trent for Inbound Customer Service Advisors to join their Contact Centre team in Coventry on a dedicated night shift.
This is an important customer service role supporting customers who are experiencing issues with their water supply. You'll take inbound calls from customers reporting incidents such as low water pressure, discoloured water, internal flooding and blockages, ensuring each query is handled with empathy, professionalism and efficiency.
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During quieter periods overnight, you'll also complete a range of back-office administrative duties, including report checking, updating customer records and supporting operational processes to ensure information is accurate and up to date. Full training will be provided.
Key Responsibilities
- Answer inbound calls from customers reporting water-related issues.
- Record customer information accurately across internal systems.
- Provide reassurance, updates and excellent customer service during incidents.
- Investigate customer queries and identify the most appropriate next steps.
- Complete back-office administration, including report checking and data validation during quieter periods.
- Maintain accurate records and ensure all documentation is completed to a high standard.
- Adapt to changing workloads, particularly during severe weather or operational incidents.
- Occasionally make outbound calls to update customers where required.
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What We're Looking For
- Previous customer service or contact centre experience is highly desirable.
- Strong communication and active listening skills.
- Excellent attention to detail and administrative accuracy.
- Ability to remain calm and professional in a fast-paced environment.
- Confident using computer systems and managing multiple tasks.
- Strong problem-solving skills and the ability to show empathy to customers.
- Reliable, adaptable and comfortable working permanent night shifts.
Training & Onboarding
- Comprehensive four-week training programme provided.
- Full support throughout your onboarding and probation period.
- On-site interviews.
This is an excellent opportunity to join Severn Trent's customer service team, where you'll play a key role in supporting customers while developing valuable customer service and administrative experience within a leading utilities business.
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