Customer Advisor

Dwr Cymru Cyf; Cardiff; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

34 days annual leave (pro rata)

Bonus potential

Pension contributions up to 11%

Gym discounts

Cycle to work

Health Cashback

Employee assistance programme

Job summary

Dŵr Cymru Cyf is recruiting for a customer service role based in Wales. You will support customers through Welsh and English across multiple channels, handling bills, payments, and water services with a focus on first-contact resolution.

You will work with colleagues across departments, maintain GDPR-compliant records, and participate in standby rotations. Hybrid working may be available after training, with a clear onboarding plan and progression to Band 4 after competency milestones.

Responsibilities

• Support customers through Welsh and English across multiple channels.
• Assist with enquiries about bills, payments, water and wastewater services.
• Resolve a wide range of queries with problem-solving skills.
• Own cases and aim to resolve at first point of contact.
• Collaborate with colleagues and other departments to find the best outcomes for customers.
• Maintain accurate customer records and ensure GDPR compliance.
• Manage customer requests through shared inboxes and digital channels.
• Support business campaigns and respond to emerging customer issues and trends.
• Participate in a standby rota when required.
• Represent Welsh Water at community and public events, including Welsh language events.

Skills

Bilingual Welsh & English

Problem solving

Customer service

Job description

Responsibilities

• Supporting customers through multiple channels in both Welsh and English.
• Helping customers with enquiries relating to their bills, payments, water and wastewater services.
• Using your problem-solving skills to resolve a wide range of customer queries.
• Taking ownership of customer cases and aiming to resolve issues at the first point of contact.
• Working collaboratively with colleagues and other departments to find the best outcomes for customers.
• Maintaining accurate customer records and ensuring GDPR compliance.
• Managing customer requests through shared inboxes and digital channels.
• Supporting business campaigns and responding to emerging customer issues and trends.
• Participating in a standby rota when required.
• Representing Welsh Water at community and public events, including Welsh language events such as the Eisteddfod and Royal Welsh Show.
• You’ll start on a Band 3 salary of £26,200, while completing your onboarding and development programme.
• Following successful completion of your onboarding plan and demonstration of the required competencies, you’ll progress to the Band 4 salary for the role.
• To support your development and set you up for success, you’ll receive comprehensive training and ongoing coaching throughout your onboarding period.
• Hybrid working opportunities may be available following successful completion of your training and probation period.
• You’ll use your Welsh and English language skills to provide excellent customer service, resolve complex enquiries and ensure customers receive the right support at the right time.
• You’ll start on a Band 3 salary of £26,200, while completing your onboarding and development programme.
• Following successful completion of your onboarding plan and demonstration of the required competencies, you’ll progress to the Band 4 salary for the role.
• To support your development and set you up for success, you’ll receive comprehensive training and ongoing coaching throughout your onboarding period.
• Hybrid working opportunities may be available following successful completion of your training and probation period.
• 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

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.