Connections Support Advisor - Developer Services

Job Description

Permanent, Full-time 37 hours: Full-time, with flexibility for part-time

Salary: Circa £26,500 depending on skills/experience

Location: Lincoln, Northampton

Role Summary
Join a positive, interactive, and supportive team that thrives on collaboration, celebrates success, and creates a friendly environment where everyone feels valued. As a DS Customer Support Advisor, you will play a vital role in supporting our customers throughout their connection and build over journeys. Your mission is to deliver outstanding customer service, ensuring every customer enjoys a memorable, personal, trusted, and effortless experience. You will be a true champion of Anglian Water, working alongside a variety of stakeholders and using your skills to manage customer journeys across multiple channels.
This is a target-driven role, crucial to achieving our DMeX results and supported by quarterly personal development reviews. You will balance commercial focus, regulatory compliance, and the protection of Anglian Water assets, checking and approving technical applications on behalf of our customers. Your approach will flex to customer communication preferences, and you’ll be a key part of our commitment to making every day great for our customers.

Key Responsibilities

• Provide immediate, positive, and constructive responses to all customer contact across telephony, written, CRM systems, live chat, text message, and future contact channels.

• Deliver excellent customer service to all Anglian Water customers, both external and internal.

• Champion customer focused behaviours and flex your communication styles to match customer preference

• Own performance and quality requirements, seeking opportunities to improve productivity.

• Technically vet and process applications relating to sewer applications, build overs, and new water connections.

• Liaise with internal colleagues and stakeholders to ensure site visits are scheduled, completed, and updated within service levels.

• Carry out technical administration in accordance with AWS Policy, Standards, and Processes for the Water Industries Act.

• Ensure policies are followed for protecting Anglian Water assets, considering building regulation requirements.

Key Skills & Behaviours

• Educated to GCSE Level Grade C in English and Mathematics; NVQ Level 3 in Customer Services.

• Experience in a target-driven customer services environment.

• Excellent communication skills, including telephone manner, PC, keyboard, and written skills.

• Customer focus: able to manage the expectations of both internal and external customers and deliver services to meet and exceed those needs.

• Teamwork: able to work with and support others within the team and the wider business.

• Flexibility: adapt to and work effectively in a variety of situations and be open to change.

• Initiative and responsibility: take action before being directed and see tasks through to completion.

• Commitment and personal impact: demonstrate a conscientious approach to work and help build the Anglian Water brand through consistently high standards.

As a valued employee, you’ll be entitled to:

• Personal private health care including physiotherapy

• 24-hour Virtual GP service for you and your household

• 25 days annual leave – rising with length of service

• Competitive pension scheme – Anglian Water double-matches your contributions up to 6% (resulting in a combined contribution of 18%)

• Bonus scheme

• Flexible benefits and working culture to support your wellbeing and lifestyle.

• Life Assurance at 8 times your salary

• Personal Accident cover – up to 5 times your salary

• Paid time off when you’re physically and mentally unwell

• An excellent Family Leave package – to help you support your family including enhanced maternity, paternity, and shared parental leave policies.

• Flexible working hours considered

Inclusion at Anglian Water:

We welcome everyone! As an equal opportunity employer, we consider all qualified applicants, no matter their gender identity, ethnicity, nationality, religion, age, sexual orientation, disability, or any other protected characteristic. We hire and nurture based on merit and a shared passion for making positive impacts. Our commitment is to foster an inclusive environment where everyone feels they belong & can use every drop of their potential

Close date: 05/01/26

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