Customer Advisor

Dŵr Cymru Welsh Water; Cardiff; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

34 days annual leave

Bonus opportunities

Employer pension contributions

Family friendly policies

Funded training/coaching

Gym and high street discounts

Cycle to work

Car-leasing

Employee assistance programme

Job summary

Dŵr Cymru Welsh Water in Cardiff is seeking a Customer Services advisor to resolve billing queries and support customers across channels. You will be the first touch point, listen, ask questions, and explain bills clearly while maintaining empathy.

The role requires excellent communication, a friendly demeanour, comfort with IT, and the ability to stay decisive under pressure. Training is provided; after probation, hybrid working may be available.

Qualifications

• Excellent communication, both verbal and written.
• Friendly and positive manner when speaking to customers.
• Comfort using IT and diverse computer systems; training provided.
• Honest and professional approach.
• Resilient with strong problem-solving abilities in challenging situations.
• Open to feedback and eager to learn new skills.
• Confident with numbers and explaining bills/payments.
• Attention to detail and good information retention.
• Able to make decisions independently.

Responsibilities

• Be the first touch point for customers and demonstrate positivity while solving issues.
• Listen, question, and probe to devise the best strategy to resolve accounts.
• Build rapport to understand customer needs, identify vulnerability, and negotiate next steps.
• Uphold company values to support the vision.
• Support customers and colleagues through clear communication.
• Develop system and process knowledge and contribute to improvements.
• Master language, tone, and empathy while communicating effectively.
• Educate customers on water efficiency, social tariffs, or non-payment consequences.
• Demonstrate a one-touch, right-first-time approach to help customers quickly.

Skills

Communication

Friendliness

IT skills

Honesty

Problem solving

Open to feedback

Numeracy

Attention to detail

Decision making

Tools

IT systems

Job description

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City: Cardiff

Address:

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 9117

Work Type Permanent

Job Function Customer Services

Salary Range £26,200.00

Base South East Hub

Closing Date Sunday 30th August 2026

What you’ll be responsible for

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.

About you

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

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.

Good to know

The start date for this role is 19th October. Please note interviews will be held WC 7th September, that you will need to attend.

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.

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
• 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.
  

Who we are

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

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