Customer Engagement Advisor

Customer Engagement Advisers

Blue Arrow Edinburgh is currently hiring for part-time Customer Engagement Advisers!

Our client places customers at the heart of everything they do, recognising the essential role their services play in our daily lives. As a Customer Service Adviser, you'll be the friendly voice on the other end of the line, confidently managing customer inquiries and ensuring successful resolutions.

Role Details:

This post is a 6 month fixed term contract, working 17.5 hours per week, the salary will £28,800 pro rata.

You'll have the flexibility to advise which shifts suit you and the business from the options below:

Mondays between 10:00-18:00

Wednesday between 10:00-18:00

Fridays 10:00-22:00

Saturdays 08:00-14:00

Once your shifts are agreed, these will be your set shifts each week.

Essential Skills, Knowledge & Behaviours:

While our client will provide training on specific services, we're looking for individuals who naturally excel in customer interactions:

* Clear Communication: Answer customer queries concisely with good spelling and grammar.

* Calm and Professional: Keep your cool even in challenging situations.

* Empathy: Understand customer needs and take responsive action.

* Critical Thinking: Accurately record information and allocate resources effectively.

Hybrid Working: For the first 3 weeks, you'll work full time in our clients modern and newly renovated office to undertake training. Afterward, enjoy the flexibility of hybrid working. Our clients site offers free onsite parking and easy access via public transport.

Duties of the role:

Handle inbound and outbound customer enquiries

Assist customers via phone (and sometimes email or chat) regarding a range of water services, including billing, account queries, supply issues, and water pressure concerns.

Log and track repair requests

Record maintenance requests, schedule contractor visits (e.g., for leaks or repairs), and ensure work is assigned correctly and completed within target times

Update customer accounts and resolve billing issues

Amend customer information, explain billing statements, process payments, and address inquiries about tariffs, usage, refunds, or concessions.

Escalate complex problems

Identify complex or sensitive cases-such as service interruptions or vulnerable customer needs-and escalate appropriately to technical teams or supervisors.

Provide accurate information

Share details on planned maintenance, supply issues, water quality updates, and sewer/flooding risks, guided by internal knowledge bases

Ensure first‑contact resolution

Strive to resolve most issues during the initial interaction, collaborating internally when needed to achieve positive outcomes and high customer satisfaction.

Maintain data and administrative records

Ensure accurate logging of calls, updates in customer management systems, and support administrative follow-ups or processing tasks as required.

Next Steps: If this sounds like the right fit for you, click apply!

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.