Customer Service Advisor

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. Where you’ll be working? We help our clients safeguard the water supply, improve environmental performance and manage demand for future generations. We enhance and extend asset life, ensuring compliance with water quality and environmental standards. We’re problem solvers with over 140 years of combined experience in engineering and infrastructure. This role will be within our water and wastewater capital project delivery team. Our teams deliver large-scale capital programmes aimed at keeping water infrastructure resilient for the long-term while protecting the environment. We're offering a permanent role to join the Yorkshire Water Appointment Bookings team, helping to handle appointment bookings, cancellations and adjustments. What you'll be doing? You’ll be part of a team responsible for the full customer journey from first contact, through to appointment booking and meter exchange, handling both inbound and outbound calls from customers. This role is based on a 35-hour working week, based around a rotation of early and late shifts covering 8am to 7pm Monday to Friday at present, although this is subject to change in the future. What you'll bring? Do you have an excellent telephone manner? Are you able to clearly explain why getting your meter exchanged is so important and help arrange an appointment to fit the customer's needs in a friendly and efficient manner? Are you keen to learn and able to pick-up new systems and processes quickly? We'll need you to bring new ideas for how to improve efficiency and effectiveness in everything that we do. Do you have the ability to quickly integrate to the team and liaise with key stakeholders both internally at M Group and within Yorkshire Water? This is to help drive issue resolution and customer satisfaction. Please note that this process will be conducted as an Assessment Day. If you are invited to attend, you'll be asked to select a preferred time slot. Throughout the Assessment Day, you'll be required to complete a number of tasks, including a Customer Service group exercise, a Customer Communication Exercise and an individual script reading. Your performance will be assessed fairly across these activities, and the outcomes will determine whether you progress to the interview stage that same day. Please see below the assessment day that will be taking place: Assessment Day: Tuesday 8th September 2026 1st Session: 08:45am – 12:00pm 2nd Session: 12:45pm – 16:00pm Start date: 28th September 2026 Location: Worcester House, Unit 6 Langley Quay, Waterside Drive, Langley, SL3 6EY. You'll be required to bring with you your Right to Work in the UK and proof of your current address. You'll be able to start 2 weeks in-house training at Langley College on the start date listed above. What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include; Contributory pension scheme Online GP service, 24 hours a day, 365 days a year Employee assistance programme My Rewards portal, access to 1000’s of retail discounts Life assurance Cycle to work, salary finance and give as you earn schemes Enhanced maternity, paternity leave and adoption leave Reward and recognition scheme Recommend a friend – get rewarded for introducing people to us! In addition, this role offers; 25 days annual leave plus bank holidays Discretionary bonus scheme About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We’re one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. We’re responsible and go further for our people, clients, communities and the planet We’re open and seek new and better ways of exceeding expectations We’re together and as one team; the whole is greater than the sum of the parts We’re ambitious and embrace opportunity, to lead essential infrastructure services for life Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group. Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding. #MGroupW INDREG