Customer Care & Escalations Specialist

Dwr Cymru Cyf; Kinmel Bay; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

34 days annual leave (pro rata)

Enhanced employer pension

Gym and fitness discounts

Cycle to work scheme

On-site parking

Employee assistance programme

Job summary

Dŵr Cymru Cyf is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels in the UK. You will own end-to-end journeys, manage complex enquiries and complaints—including CCW cases—and investigate root causes to ensure fair outcomes and timely resolution.

You will collaborate with Service Recovery, planning, and other teams to minimise customer impact while meeting regulatory and performance targets.

Qualifications

• Experience delivering customer-focused service and resolving complex enquiries.
• Ability to investigate root causes and provide fair outcomes.
• Strong written and verbal communication with professional responses.
• Stakeholder management across teams to resolve issues and improve service.

Responsibilities

• Own end-to-end customer journeys across operational services and keep customers informed through resolution.
• Resolve complex or escalated enquiries and complaints, including CCW cases.
• Investigate issues, identify root causes and coordinate with internal teams for next steps.
• Support continuous improvement through customer feedback and trend analysis.
• Follow escalation processes to protect customer outcomes and performance targets.

Skills

Customer service

Problem solving

Communication

Stakeholder management

Empathy

MS Office

Tools

SAP/C4C

MRS

Microsoft Office

Job description

Dŵr Cymru Cyf is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels in the UK. You will own end-to-end journeys, manage complex enquiries and complaints—including CCW cases—and investigate root causes to ensure fair outcomes and timely resolution.

You will collaborate with Service Recovery, planning, and other teams to minimise customer impact while meeting regulatory and performance targets.