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CUSTOMER ADVISOR
Location: East Of England
Company: W M Walsh Surfacing Ltd
Job Type: Full-time, Permanent
Job Summary
Due to successfully being awarded Contracts in the East of England and East Midlands, WM Walsh Surfacing are actively recruiting for a Customer Advisor to join the business. The Customer Advisor is responsible for providing high-quality customer service and support to residents, clients, and stakeholders affected by utility and reinstatement works. Working as part of a customer service team, the role involves handling enquiries, resolving issues, and ensuring clear communication throughout the lifecycle of street works and reinstatement projects.
Key Responsibilities
Act as a first point of contact for customer enquiries via phone, email, and online channels
Provide accurate information regarding ongoing and planned utility and reinstatement works
Handle complaints and service requests, ensuring timely resolution and escalation where necessary
Liaise with operational teams, site staff, and local authorities to gather updates and resolve customer issues
Keep customers informed about disruptions, timelines, and progress of works
Log and manage customer interactions using internal systems
Support the coordination of customer notifications (letters, signage, and updates)
Work collaboratively with team members to ensure consistent service delivery
Assist in managing high volumes of enquiries during peak operational periods
Customer Service & Communication
Deliver a professional, courteous, and empathetic service at all times
Manage difficult conversations effectively, particularly in relation to delays or disruptions
Ensure clear and accurate communication tailored to a non-technical audience
Maintain a customer-focused approach while balancing operational constraints
Key Skills & Competencies
Strong customer service and communication skills
Ability to remain calm and professional under pressure
Good problem-solving and conflict resolution abilities
Strong organisational and administrative skills
Attention to detail and accuracy in data entry
Ability to work effectively as part of a team
Basic understanding of utilities or construction environments (desirable)
Qualifications & Experience
Previous experience in a customer service or contact centre role
Experience within utilities, construction, or public-facing services (desirable)
Competent in using Microsoft Office and customer management systems
GCSEs (or equivalent) in English and Maths
Working Relationships
Works closely with Customer Service Team Members and Team Leaders
Liaises with Project Managers, Site Supervisors, and SHEQ teams
Interacts with clients, local authorities, and members of the public
Working Conditions
Office based
Standard working hours with potential for shifts depending on business needs
High-volume call and email environment at times