Pennon Group
Operational Customer Service 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.
We're recruiting for a Operational Customer Service Advisor to join our team working in Bristol.
Joining us on either a full-time, permanent basis or a 12-month fixed-term contract, you will receive a competitive salary of £27,566 per annum, with the opportunity to earn up to an additional £1,000 a year through standby arrangements.
About the role:
We’re looking for friendly, proactive people to join our Operational Customer Services team based onsite in Bristol.
You’ll be part of a small, supportive team working within a larger customer hub. As the first point of contact for our customers, you’ll support them with enquiries and complaints about their water supply. Your role is all about delivering a helpful, professional service and making things as easy as possible for our customers.
You’ll work across a range of contact channels, aiming to resolve issues at the first point of contact wherever you can, while keeping customers updated every step of the way.
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The role involves some flexibility in working patterns with one late shift (until 8pm) per week and one weekend shift every 3 weeks. We also operate a standby rota and this is scheduled for 2 weeks out of every 7.
What you’ll be doing:
- Handling customer enquiries and complaints across multiple contact channels in line with service targets while maintaining a positive, friendly and customer-focused approach at all times.
- Providing clear, accurate advice and signposting customers to self-service options where appropriate.
- Progressing enquiries through to resolution, either directly or by working with the appropriate internal teams.
- Keeping customers informed at all stages and setting realistic expectations for resolution.
- Accurately recording customer interactions in line with OFWAT regulations.
- Resolving complaints at the first point of contact wherever possible.
- Processing Guaranteed Standards Scheme (GSS) and Bristol Customer Promise payments accurately and on time.
- Maintaining and updating the Priority Services Register.
- Using proactive communications to keep customers informed of interruptions to water supply.
- Working closely with teams across the business, including Customer Teams, Operations, Planning & Scheduling, Communications and Customer Experience.
What we’re looking for:
- A passion for delivering great customer service.
- Previous inbound call handling, customer service experience.
- Strong communication skills and a friendly approach.
- Ability to stay calm and organised in a fast-paced environment.
- Confidence to take ownership and work as part of a team.
You don’t need to know everything from day one — we’ll support you all the way.
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You’ll receive structured training, including classroom learning, call shadowing and buddy support. Training takes place during core hours (8.00am–5.00pm), with late and weekend shifts introduced gradually as you grow in confidence.
Why join us?
As well as a friendly, supportive working environment and opportunities for professional development, the role also offers:
- A competitive salary.
- 23 days holiday rising to 27 over 5 years service.
- Opportunity to buy or sell annual leave for added flexibility.
- Opportunity to invest in Pennon Group plc through employee share schemes.
- Support with wellbeing, including a free, confidential Employee Assistance Programme.
- Flexible benefits scheme.
- Access to thousands of discounts and offers via Pennon Perks.
- Competitive contributory pension scheme.
- And much more.
Closing Date: 23rd Sept 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.
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