Customer Care Advisor (CRO)

Dŵr Cymru Welsh Water; Rhyl; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

34 days annual leave (pro‑rata incl. H

Pension contributions up to 11%

Health CashBack scheme

Employee assistance programme

Cycle to work scheme

On-site parking

Job summary

Dŵr Cymru Welsh Water in Rhyl is seeking a Customer Care Advisor to deliver a world‑class customer experience across verbal service channels. You will own complex enquiries, complaints and regulatory requests, ensuring thorough investigation and fair outcomes while keeping customers informed throughout the process.

You’ll work with colleagues across the business to meet customer, regulatory and performance targets, handling end‑to‑end journeys and contributing to continuous improvement.

Qualifications

• Experience resolving complex or escalated customer enquiries or complaints.
• Excellent written and verbal communication with clear, professional responses.
• Strong problem-solving and root-cause analysis with fair outcomes.
• High attention to detail and ability to manage varied caseloads.
• Ability to collaborate across teams and manage stakeholder relationships.

Responsibilities

• Owning end-to-end customer journeys across operational services and keeping customers informed through resolution.
• Resolving complex or escalated enquiries and complaints, including MD reviews and CCW involvement.
• Investigating issues, identifying root causes, gathering evidence and agreeing next steps.
• Managing customer feedback and follow-up to secure satisfactory outcomes.
• Following escalation processes to protect performance targets and customer experience.
• Collaborating with Service Recovery, operational teams and planning to minimise inconvenience.
• Adhering to policies and regulatory requirements and maintaining auditable records.
• Analysing case trends to inform improvements in service recovery.
• Participating in team meetings to share updates and insights.
• Undertaking other duties to meet business needs.

Skills

Escalated enquiries handling

Customer empathy

Communication

Problem solving

Stakeholder management

Tools

Microsoft Office

SAP/C4C

MRS

Job description

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City: Rhyl

Address: Rhyl, Wales, GB, LL18 5JA

Job Requisition Number 9236

Work Type Permanent

Job Function Customer Services

Salary Range £30,555.00

Base Kinmel Park

Closing Date Wednesday 16th September 2026 at 23:59

What you’ll be responsible for

As a Customer Care Advisor, you’ll be part of a team delivering a world‑class customer experience across verbal service channels. You’ll take ownership of complex enquiries, complaints, escalations and regulatory requests, ensuring each issue is fully investigated, its root cause is understood and a fair outcome is achieved. You’ll keep customers informed throughout, work collaboratively across the business and support the achievement of customer, regulatory and performance targets.

• Owning end‑to‑end customer journeys across operational services, managing expectations and ensuring customers are kept informed through to resolution.
• Managing and resolving complex or escalated enquiries and complaints, including MD reviews and cases involving the Consumer Council for Water (CCW).
• Investigating issues thoroughly, identifying root causes and working with internal teams to gather evidence, agree next steps and prevent repeat failures.
• Managing customer feedback and follow‑on activity to secure satisfactory outcomes and support continuous improvement.
• Following escalation processes where customer expectations or performance targets are at risk, ensuring activity receives appropriate attention and prioritisation.
• Working closely with Service Recovery, operational teams, Planning and Scheduling, the Water Network Alliance and other business areas to resolve issues and minimise customer inconvenience.
• Operating in line with customer service processes, policies and regulatory requirements, including C‑MeX and B‑MeX measures, performance KPIs and CCW complaints guidance.
• Maintaining complete, accurate and auditable case records across relevant systems, including SAP/C4C and MRS where applicable.
• Analysing case trends and causes of customer detriment, sharing insights and recommendations to improve service recovery and prevent recurring issues.
• Attending team meetings and huddles to share updates, learning and customer insight, and undertaking other duties required to meet business needs.

About you

You’ll be customer‑focused, empathetic and fair, with the confidence to take ownership of complex issues and see them through to resolution. You’ll communicate clearly, manage competing priorities and build effective relationships with colleagues and stakeholders across the business

• Experience of resolving complex or escalated customer enquiries or complaints.
• Excellent written and verbal communication skills, with the ability to actively listen, adapt your approach and produce clear, professional responses.
• Strong problem‑solving and root‑cause analysis skills, with sound judgement and a focus on fair customer outcomes.
• High attention to detail and the ability to manage a varied caseload, competing priorities and regulatory deadlines.
• Strong stakeholder‑management and relationship‑building skills, with the ability to collaborate effectively across teams.
• A good understanding of organisational policies, procedures and regulatory obligations, or the ability to learn these quickly.
• Confidence using Microsoft Office and multiple case‑management or operational systems
• A customer‑first approach, demonstrating empathy, accountability, professionalism and impartiality.
• The ability to work independently and as part of a busy team, remaining organised and effective in challenging circumstances.

Good to know

• You will need to participate in 7‑day flexible working pattern of shifts between 7am-7pm. You will also be on a standby rota. These are subject to change and can be discussed in more detail at the interview stage
• If you would like any further information on the role, please [e-mail]

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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