Customer Advisor

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

Benefits offered by this job

Variable pay schemes

Extra annual leave purchase

Pension contributions

Mortgage brokering services

Family friendly policies

Training and mentoring programmes

Gym discounts

Cycle to work

Discounts on Welsh Water attractions

Car-leasing and on-site parking

Health CashBack

Employee assistance programme

Job summary

Dŵr Cymru Welsh Water in Cardiff is hiring for a Permanent Customer Services role. You will resolve queries across channels, act as first touch point for customers, and support with accurate billing information.

The role involves 9am-5pm training for 3 weeks, then a rota including mornings, evenings, weekends and bank holidays. Hybrid working may be possible after probation with a strong start in the office.

Qualifications

• Excellent communication skills – both verbal and written.
• Friendly and positive manner when speaking to customers.
• Comfortable using IT – we use a variety of computer systems which we will teach you.
• Honest and professional.
• Resilient and great at problem solving – we do deal with some challenging situations.
• Open to feedback, improving yourself and learning new skills.
• Confident with numbers and explaining what they mean (e.g. explaining a customer’s bill and payment plan).
• Attention to detail and retain information well.
• Able to make decisions.

Responsibilities

• 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.

Skills

Excellent communication

Friendly demeanor

IT literacy

Honesty and professionalism

Resilience

Feedback oriented

Numerical literacy

Attention to detail

Decision making

Job description

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City: Cardiff

Address: Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 9259

Work Type Permanent

Job Function Customer Services

Salary Range £26,200.00

Base Linea

Closing Date Wednesday 16th September 2026 at 23:59

Good to know

Due to high applications, we may need to close this job advert early so we encourage you to apply promptly

The start date for this role is 26th October. Please note interviews will be held WC 21st September, that you will need to attend.

You will have 3 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 rota with a variety of shifts between the hours of 7am and 10pm, this will include some weekend working and bank holidays, this will 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 3 months so we can provide coaching & support. There is an opportunity to move to our hybrid working model upon completion of your probationary period.

What you’ll be responsible for

Resolving all queries on topics such as 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

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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions – Up to 11% employer contributions
• Free Mortgage Brokering Services
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website.

Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.

For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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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