Salary: £24,476 + Excellent Civil Service Benefits
Location: Birmingham (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
Permanent | Full Time | 37 hours per week
Introduction
Gi Group is delighted to be partnering with CCW (Consumer Council for Water) to support them in their recruitment of a Customer Service Advisor.
About CCW
CCW is the passionate, independent voice representing water consumers in England & Wales. We support thousands of people each year, providing free advice and helping people to resolve their complaints with their water company in an easy, caring way. We champion everyone's needs and interests, completing and showcasing research that influences water companies, government, and regulators to make change happen. We are a government Arm's Length Body sponsored by the Department of Environment, Food and Rural Affairs (Defra).
CCW values: We expect and support all CCW colleagues to embody and celebrate CCW's values through Positive Energy, Respect for all, Innovative Spirit, Delivery of our Promises and being Engaged as One (PRIDE).
The Role
As a Customer Service Advisor, you will take full ownership of complaints that customers have been unable to resolve with their water company or retailer. You will act as the single point of contact throughout each case, balancing empathy with clear, evidence‑based decision‑making to secure fair outcomes. You will deliver a low‑effort, high‑quality experience by understanding customer needs early, communicating clearly, and progressing cases efficiently.
You will also play an important role in improving services across the water sector by identifying trends, sharing insight, and highlighting both good and poor practice.
Key responsibilities:
Manage a personal caseload from first contact to resolution, ensuring timely progress and accurate records
Investigate complaints, reviewing evidence from customers and water companies to provide balanced guidance
Challenge companies where necessary to secure appropriate outcomes
Communicate proactively with customers and companies, using phone contact as the primary channel
Resolve complaints early wherever possible, supporting constructive conversations and mediation‑style approaches
Deliver a simple, low‑effort customer journey with clear next steps and realistic timescales
The Person
Essential Skills & Experience:
Experience in a customer‑facing role, ideally involving complaints or complex enquiries
Confidence managing a caseload and progressing issues to resolution
Strong analytical skills and the ability to identify key facts to guide outcomes
Excellent communication skills, particularly by phone, with the ability to explain complex issues clearly and simply
A calm, professional approach to difficult conversations and sensitive situations
A proactive, accountable mindset focused on delivering fair outcomes and a low‑effort customer experience
Benefits & Offering
Hybrid working policy - 8 days per month office‑based; remainder from home (Hybrid working - Non-contractual policy currently in operation with a minimum of 8 days per month office attendance)
25 days annual leave plus 10½ days public and privilege holidays
Flexi time is available, with the ability to accrue and take time off in lieu throughout the year
Generous Civil Service Pension
Health & Fitness allowance
Paid allowance days for voluntary work
Wellbeing Hour once a month
Onsite coffee shop
Free eye test every 2 years and annual flu jab
How to Apply
Gi Group is proud to support CCW in this recruitment campaign. If you have the expertise, judgement and commitment, we are keen to hear from you.
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To be considered for this role, please click on the link provided. If you would like any further information about this vacancy, please feel free to contact
Closing date: 29.07.26
Should you require any support or assistance, please contact your local Gi Group office.
Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, corporate members for Neurodiversity in business, Disability Confident committed members, Gold status for the Armed Forces Covenant, Bronze trail blazers for Racial Equality matters and Age Friendly Employer pledge members.
Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.
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Salary description
£24476.00 - £24476.00 per year