Customer Advisor

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

Benefits offered by this job

Variable pay scheme

Up to 11% employer pension

Hybrid working after probation

Progression with funded training

Cycle to work

Car-leasing

Employee assistance programme

Job summary

Dŵr Cymru Welsh Water in Cardiff is hiring two Customer Advisor intake positions for December 2026 and January 2027. The role involves resolving customer queries about billing and water services, working across multiple contact channels, and representing our values.

You'll complete 9 weeks of training from 9am to 5pm, then move to a 5-week rolling rota and, after probation, hybrid working. The market salary is £26,200 with 34 days leave and other benefits.

Qualifications

• Excellent verbal and written communication.
• Friendly and positive customer service approach.
• Able to use IT systems with training provided.
• Resilient with strong problem-solving and handling challenging situations.
• Confident with numbers and explaining bills and payments.
• Attention to detail and ability to retain information.

Responsibilities

• Be the first point of contact for customers and resolve queries.
• Listen, question and probe to resolve account issues.
• Build rapport to understand customer needs and negotiate solutions.
• Demonstrate company values and support customers and colleagues.
• Develop system and process knowledge and contribute to improvements.
• Master language, tone and empathy in communication.

Skills

Verbal & written comms

Friendly demeanor

IT systems confidence

Honest & professional

Resilient problem-solving

Open to feedback

Numeracy skills

Attention to detail

Decision making

Tools

Various IT systems

Job description

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City: Cardiff

Address: Cardiff, Wales, GB, cf30lt

Job Requisition Number 9129

Work Type Permanent

Job Function Customer Services

Salary Range £26,200

Base Linea

Good to know

• We are currently recruiting for two Customer Advisor intakes, with successful candidates starting in early December 2026 and early January 2027. Further details on start dates and allocation will be discussed throughout the recruitment process.
• Interviews for this role are scheduled to take place during the week commencing 19th October at our Head Office in St Mellons, Cardiff. If you need to travel to the office by public transport, we offer a minibus service that can pick employees up from either Tesco or the Texaco garage in St Mellons. (For the interview, however, you will need to make your own travel arrangements to attend). Full details will be provided should you be successful in being shortlisted/securing the role.
• You will complete 9 weeks of training, working 9am to 5pm Monday to Friday. Due to the detailed nature of the training programme, we are unable to authorise extended periods of annual leave during this time. Please consider this before applying and provide details of any pre-booked commitments during the recruitment process.
• Following training, you will move onto a 5-week rolling rota, which can be discussed in more detail if you are 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.

What you’ll be responsible for

Resolving all queries on topics such as billing queries or any clean water or wastewater 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:

• Being the first point of contact for our customers, demonstrating positivity and a passion for resolving customer issues.
• Consistently listening, questioning and probing to devise the best strategy to resolve customer queries and account issues.
• Building rapport to understand our customers’ needs, identifying vulnerability and negotiating the best way forward.
• Demonstrating our 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 continuous improvement.
• Understanding and mastering the power of language, tone and empathy whilst communicating with balance and commerciality.

About you

The following qualifications, experience, behaviours and skills are required:

• Excellent verbal and written communication skills.
• A friendly and positive manner when speaking with customers.
• Confidence using IT systems. We use a variety of systems and will provide full training.
• Honest and professional at all times.
• Resilient with strong problem-solving skills and the ability to manage challenging situations.
• Open to feedback, self-improvement and learning new skills.
• Confidence with numbers and explaining what they mean, such as discussing customer bills and payment plans.
• Strong attention to detail and the ability to retain information.
• The ability to make decisions confidently and effectively.

If you speak Welsh, please let us know. We have a dedicated Welsh-speaking department and are actively looking for Welsh speakers to join our team.

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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