Customer Care Advisor: Escalations & Compliance

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

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.