Closing Date
Reference
REQ004437
Department
Pelican Business Services
Location
Nailsea
Starting Salary
23,447 per annum
Category
Permanent
Package
Excellent basic salary, contributory pension scheme, performance related bonus, 25 days' holiday (increasing with length of service), free local parking and an on-line employee discount and cashback scheme to many major retailers.

Customer Service Adviser - Social Policy

Who are we?

Employing 350 people in Nailsea, we look after the customer journey on behalf of our parent companies Bristol Water and Wessex Water. This includes everything from meter reading, billing and customer services. We are well known for our quality, award winning customer service and have recently been ranked 20th in the Sunday Times Best 100 Companies.

The role

Our Social Policy Team is responsible for administering our client’s highly regarded payment assistance schemes and special tariffs. We are proud to offer a variety of great ways to support customers who are finding it difficult to pay their water and sewerage charges and, as a Customer Service Advisor within the Social Policy team, you will use your excellent communication and decision-making skills detail to assess the best way to help.

This is a busy, challenging and very rewarding role. Working within a friendly and supportive team you will liaise with customers and third-party organisations such as the Citizens Advice Bureau to find resolutions to satisfy both customers and business needs.

About you

You have excellent verbal and written communication skills and the ability to tailor your communication to your audience. A self-motivated individual, with the ability to make sound decisions using your own initiative and negotiate effectively to ensure the best outcome for the customer and the business. You are a team player who can manage your time well and prioritise your workload.

Why work for us?

Pelican Business Services is truly a great place to work. We are passionate about our business and look after our people. We have won awards for 'Customer Centric Culture', 'Best Place to Work' and 'Employee Engagement' and we pride ourselves on the fact that both our customers and people are at the heart of everything we do. In return for your expertise and enthusiasm you'll receive first class training and support - we have our own award winning, professional in-house learning and development team.

We also take your happiness and general wellbeing seriously and have an on-site health and wellbeing committee where you will have access to a range of different initiatives.

We're firm believers in recognising our people for a job well done, both formally through our employee recognition schemes and informally with our company wide social events - a great opportunity to celebrate our successes.


#TeamPelican welcomes a diverse range of people, talent and ideas.


We are delighted to be recognised as a Disability Confident Committed employer who are inclusive in our recruitment, with a workplace that provides opportunities for all. Please let us know if you require any additional support or adjustments to assist you in starting your Pelican journey. Anyone with a disability who applies for a role with us and meets the minimum criteria for the job will be automatically invited in for an interview.


We pride ourselves on our ‘family friendly’ culture and support all our team members with a number of policies and initiatives, and a range of flexible working options.

We do not accept CVs from recruitment agencies. We are an equal opportunities employer. You must be able to provide proof of your eligibility to work in the UK and proof of skills and qualifications gained. Appointment of successful applicant/s will also be subject to receiving suitable references and basic (or where job applicable) other criminal disclosure checks.

We respect and value everyone’s contribution. Wessex Water is an equal opportunities employer. We are committed to providing an environment that supports and encourages the many skills, interests, backgrounds and experiences that people from different social groups can bring. We strive to provide a workplace which is free from discrimination, harassment and bullying, and where everyone is treated with dignity and respect.