Customer Advisor

DWR CYMRU WELSH WATER; Cardiff; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

34 days annual leave (pro rata)

Bonus potential

Enhanced pension contributions

Training & coaching opportunities

Cycle to work scheme

Employee assistance programme

Not-for-profit employer

Job summary

Dŵr Cymru Welsh Water is seeking a customer service-focused role based in Wales to resolve billing and service queries across multiple channels. The role emphasizes quick, accurate responses, empathy, and building rapport with customers while educating on tariffs and water efficiency.

Initial training lasts nine weeks, 9am–5pm, with a plan to move to a hybrid model after probation. The position offers generous annual leave and a range of employee benefits while contributing to essential services

Qualifications

• Excellent communication skills - verbal and written.
• Friendly, positive manner when speaking to customers.
• Comfortable using IT and various computer systems.
• Honest and professional in all interactions.
• Resilient and strong problem-solving abilities for challenging situations.
• Open to feedback and eager to learn.
• Confident with numbers and explaining bills and payment plans.
• Attention to detail and good information retention.
• Able to make informed decisions.

Responsibilities

• Be the first touch point for customers with a positive, solution-focused approach.
• Listen, question and probe to devise the best strategy to resolve the account.
• Build rapport to understand customer needs and vulnerabilities, and negotiate the best outcome.
• Demonstrate the company values and support the customer experience.
• Support customers and colleagues through effective communication.
• Develop system and process knowledge and contribute to improvements.
• Communicate clearly with language, tone and empathy.
• Educate customers on water efficiency, social tariffs, and consequences of non-payment.
• Adopt a 'one-touch' and right-first-time approach to resolve issues quickly.

Skills

Excellent communication

Friendly and positive

IT proficiency

Honest and professional

Resilient and problem solving

Open to feedback

Numbers and billing explanation

Attention to detail

Decision making

Job description

Resolving all queries on topics such as billing queries or any clean or waste incidents with exceptional communication across different contact channels. The role is demanding and rewarding in equal measure and will suit those who have a genuine passion for helping people. This will include:

• Be the first touch point on for our customers, demonstrating a positivity and a passion for solving customer issues.
• Consistently listen, question and probe to devise the best strategy to resolve the account and help our customers.
• Building rapport to understand our customers' needs, identifying vulnerability, and negotiating the best way forward.
• Exuding the company values to help us achieve our company vision.
• Supporting customers and colleagues through effective communication.
• Developing enhanced system and process knowledge and contributing to their improvement.
• Understanding and mastering the power of language, tone, and empathy whilst communicating with balance and commerciality.
• Educating our customers on the most appropriate information for them such as water efficiency, social tariffs, or the consequences of non-payment.
• Demonstrating a 'one-touch' and right-first-time approach to help each customer as quickly and appropriately as possible., If you speak Welsh, please let us know as we have a designated Welsh department here at Welsh Water and are actively looking for Welsh speakers to join our team., You will have 9 weeks of training where you will work 9am-5pm. Due to how detailed the training is, we are unable to authorise any extended periods of annual leave so please consider this before applying for the role and provide us dates at the assessment centre for us to review. After that you will move to a 5-week rolling rota, which can be discussed in detail if invited to interview. To best support, you through your development you will be based full time in the office for your first 6 months so we can provide coaching & support. There is an opportunity to move to our hybrid working model upon completion of your probationary period.
  
  The following Qualifications, Experience, Behaviours & Skills are required:
• You have excellent communication skills - both verbal and written
• You have a friendly and positive manner when speaking to customers
• You're comfortable using IT - we use a variety of computer systems which we will teach you
• You're always honest and professional
• You're resilient and great at problem solving - we do deal with some challenging situations
• You're open to feedback, improving yourself and learning new skills.
• You're confident with numbers and explaining what they mean (e.g. explaining a customer's bill and payment plan)
• You show attention to detail and retain information well
• You're able to make decisions
  
  Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.
To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives. We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for. Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019.

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions - Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• Health CashBack scheme
• An employee assistance programme for employees and their immediate family
• Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.