Customer Advisor

Job description

Hitchin, Hertfordshire, United Kingdom (On-site)Job Info Job Identification 102241Job Category ESG / Community RelationsPosting Date 03/27/2026, 10:16 PMDegree Level No Formal EducationLocations CO16 1HD (On-site)Contract Type PermanentDriving Required NoSecurity Clearance Required NoJob Description Due to project growth the position of Customer Advisor has become available to join our successful team based in Peterborough, Marks Tey or Hitchen.Cadent is the UK's largest Gas Distribution Company owning and operating four of the eight UK Gas Distribution Networks across the East of England, London, North West and West Midlands; spanning over 131,000 kilometres of pipes. Cadent transport gas safely and reliably to 11 million homes across their networks and operate the Gas Emergency Helpline for the whole of the UK.Costain is appointed as the Construction Management Organisation to manage the planning and delivery of the annual network investment programme for the East of England Network, which ranges from Sheffield to Outer London and from the M1 to the North Sea Coast.At Costain, we believe diverse perspectives drive innovation. If you're passionate about making a positive impact and think you can bring value to our team, we'd love to hear from you—even if you don't tick every box. Your unique skills and experiences could be exactly what we need.#LI-AW1Responsibilities Respond to incoming customer calls, retain ownership through to resolutionUse all available systems to accurately record customer data and provide a first-call resolution service wherever possible (avoiding the need to pass enquiries and complaints out to the wider business).To send full and accurate details of the enquiry or complaint, to the relevant operations team, ensuring any required action is takenDrive the resolution of complaints, liaising with the operations team, to meet the key D+1 (48 hour) KPIEstablish and maintain good professional working relationships within the team, operations and CadentKeep customers updated and informed of the progress of their enquiry/complaintMaintain accurate and comprehensive data recordsFollow defined work management and company processes policies at all timesLearn, retain, extend and apply basic understanding of gas mains replacementQualifications Confident and customer focusedCommitted to putting customers first and achieving high levels of satisfactionEmpathic, able to see someone else's point of view, be all inclusivePatient and attentive, with good active listening skillsUnderstands the importance of keeping customers informed and updated in line with our processAdopts and maintains positive language and a 'can do' approach to customer challengesRespect customers' busy lives and ensure promises are deliveredBe adaptable, accommodating and flexible in responding to the needs of different situationsDemonstrate exemplary personal behaviour towards colleagues and otherActively seek to build relationships at all levels; to be collaborative and sharingBe quietly persuasive and bring people with youShow emotional control when under pressureTake ownership and responsibility for your workloads, application and performanceAssess and defuse conflict/areas of difficulty and find win/win solutionsTeamwork, understand the importance of working together and supporting colleaguesSpecific RequirementsContact centre and/or customer service backgroundExperience of dealing with enquiries and complaint handlingStrong communication skills, both verbal and writtenExperience of CRM systems and Microsoft packagesKnowledge and experience of using SAP lExperience of working in a fast paced environment, working with KPIs and SLAsKnowledge/experience of working in the utilities industryUnderstanding of regulatory requirementsGas industry experienceAbout Us Costain helps to improve people's lives with integrated, leading edge, smart infrastructure solutions across the UK's energy, water, transportation and defence markets. We help our clients improve their business performance by increasing capacity, improving customer service, safeguarding security, enhancing resilience, decarbonising and delivering increased efficiency. Our vision is to be the UK's leading smart infrastructure solutions company. We will achieve this by focusing on blue chip clients whose major spending plans are underpinned by strategic national needs, regulatory commitments, legislation or essential performance requirements. We offer our clients leading edge solutions that are digitally optimised through the following five services which cover the whole lifecycle of their assets: future-shaping strategic consultancy; consultancy and advisory; digital technology solutions; asset optimisation and complex programme delivery. Our culture and values underpin everything we do. Costain appreciate the time and effort taken when applying for one of our positions but, due to the high volume of responses, we are unable to provide individual feedback on candidates at application phase. We do share individual feedback following an interview.A Disability Confident employer will generally offer an interview to any applicant that disclose they have a disability and meets the minimum criteria for the job as defined by the employer.It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.For more details please go to the Disability Confident website:https://www.gov.uk/government/collections/disability-confident-campaign

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Extra information

Status

Open

Education Level

Secondary School

Location

Hitchin

Type of Contract

Full-time jobs

Published at

01-05-2026

Profession type

Customer Service

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English