Customer Advisor: Resolve Billing & Service Issues

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

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.