Customer Engagement Field Advisor

Together we are Trusted to Serve Scotland.

How’s this for job satisfaction? At Scottish Water we look after Scotland's most precious natural resource. From source to tap, we’re guarding Scotland’s reputation for refreshingly pure water, and caring for our environment at the same time.

Sound good? We're looking for a qualified individual to join our team in the capacity of a Customer Engagement Field Adviser. This role is pivotal in ensuring the delivery of efficient, cost-effective, and secure services to our customers. You will be inspecting, advising, and reporting to uphold our commitment to providing excellent customer service. Additionally, you'll play a crucial role in maintaining and protecting the quality and integrity of both our existing and new assets.

What you’ll do 

You’ll be advising and liaising with internal and external stakeholders, including Developers, Contractors, Local Authorities, and other Utilities. Attending site meetings is a key aspect, where you'll educate on SW policy and legislative requirements.

Prioritising safety is paramount. You’ll ensure compliance with Scottish Water Health and Safety policy across all aspects, extending this commitment to both internal employees and external partners.

You’ll navigate through the complex landscape of relevant legislation such as the Water (Scotland) Act 1980, Sewerage (Scotland) Act 1968, NRSWA 1991, and associated regulations and specifications including both the Specification for the Reinstatement of Openings in Roads (SROR) and Safety at Street Works and Road Works - A Code of Practice.

You’ll be producing detailed and accurate reports following comprehensive site inspections of various types of existing assets and delivering excellent customer service in alignment with Scottish Water’s Guaranteed Service Standards and all current service standard agreements.

You’ll champion and embody Scottish Water’s Values and the Considerate Contractor Scheme, and demonstrate the ability to work both independently and as part of a team. You’ll manage assigned workloads with minimal supervision and adhering to critical deadlines.

What you’ll need 

You’ll be customer focused with strong communication, recording, and reporting skills. You’ll also have proficient problem-solving abilities and a proactive approach to query resolution.

You’ll also be confident in maintaining internal and external working relationships. Given the predominantly field-based nature of this role, a full current driving license is a required.

While training will be provided, possessing knowledge of the Water (Scotland) Act 1980, Sewerage (Scotland) Act 1968, and NRSWA 1991 is advantageous, along with familiarity with Scottish Water’s Code of Practice, Health and Safety at Work 1974, and Sewer Hygiene code of practice.

An understanding of water and wastewater networks, technical plans, drawings, and sections and familiarity with IT packages such as Dynamics, Field Services/Youreka/Ellipse, GIS/Geofield, and Microsoft Office would be a plus and make things easier day to day.

Looking out for you  

While the work we do is important, we know it’s not the only thing that matters. That’s why we make sure you have everything you need to find a good work-life balance.  

You’ll get plenty of time to recharge with 38 days of holiday every year (including public holidays). And you can even buy five more if you need a little extra time. You can also take paid time off to volunteer in your community.  

When it comes to major life events we have family-friendly policies around adoption, maternity, and parental leave. And for the everyday? We embrace flexible working.   

For your future, there’s our pension (the ‘know-what-you’ll-get-when-you-retire’ kind), as well as life assurance.   

As for some nice extras? You can expect an annual company bonus. Not to mention access to SW Splash – handy rewards that can save you money on holidays, bills, and shopping.  

The not-so-small print   

This role will be a Grade 5. If you’re new to Scottish Water, you’ll join us on a starting salary of £29,800. Performance-driven pay progression would then allow you to move through the range to a maximum of £35,760.

If you’re interested in this role – or know someone else who might be - we’ll be accepting applications until midnight on 16th April 2025.

Job offers at Scottish Water are conditional, and will be confirmed on completion of our pre-employment screening, e.g. referencing, criminal record checks, license checks, etc. Screening is conducted on our behalf by a third party, and must be completed before your start date. Don’t worry - we’ll only start these checks once you’ve accepted an offer.  

A few final things worth knowing…

Research shows that some people avoid applying for jobs unless they can meet every single criteria. If you’re interested in this job, but don’t tick all the boxes, apply anyway! We hardly ever hire people who can do every part of a job from Day One. Everyone has a learning curve. So don’t rule yourself out!

Let us know if there are any changes we can make to our recruitment process to help you perform at your best. Lots of our people have disabilities or neurodiverse conditions (including some of our recruiters!). We're also aware that some people might be experiencing temporary challenges because of life events, like menopause. We’re very used to making adjustments, so please don’t be afraid to ask.

As part of our commitment to developing a flourishing Scotland, it’s important that all our employees are Scottish taxpayers. If you join us, your home address will need to be in Scotland. If you don’t already live here, you'll need to commit to moving here within your first three months.

Finally (finally!), candidates who haven’t submitted an application in the last 12 months will have their records removed from our recruitment database. You won’t need to do anything. Your data will be automatically deleted. 

We’re here to help. Ask us anything at [email protected]