Customer Care Specialist: Complex Enquiries & Resolutions

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

Benefits offered by this job

34 days annual leave

Enhanced employer pension up to 11%

Cycle to work scheme

Health CashBack

Employee assistance programme

Job summary

Dŵr Cymru Welsh Water is seeking a Customer Care Advisor to join the team in Clydach, delivering world-class customer experiences across verbal service channels. You’ll own complex enquiries, complaints and regulatory requests, ensuring fair outcomes and timely updates while collaborating across the business to meet customer and regulatory targets.

You will work on end-to-end journeys, investigate issues, gather evidence, and maintain auditable records in SAP/C4C/MRS, contributing to continuous

Qualifications

• Experience resolving complex or escalated customer enquiries or complaints.
• Excellent written and verbal communication skills with clear, professional responses.
• Strong problem-solving and root-cause analysis skills with sound judgement.
• High attention to detail and ability to manage a varied caseload and regulatory deadlines.
• Strong stakeholder-management and cross-team collaboration.

Responsibilities

• Own end-to-end customer journeys across operational services, managing expectations to resolution.
• Resolve complex enquiries and complaints, including escalations and regulatory cases.
• Investigate issues, identify root causes and coordinate with internal teams to gather evidence.
• Manage customer feedback and follow-up to secure satisfactory outcomes.
• Follow escalation processes when targets are at risk and prioritise actions.

Skills

Customer service

Communication

Problem solving

Attention to detail

Stakeholder management

Policies & regulations

MS Office & case systems

Empathy & professionalism

Independent worker

Tools

SAP

C4C

MRS

Job description

Dŵr Cymru Welsh Water is seeking a Customer Care Advisor to join the team in Clydach, delivering world-class customer experiences across verbal service channels. You’ll own complex enquiries, complaints and regulatory requests, ensuring fair outcomes and timely updates while collaborating across the business to meet customer and regulatory targets.

You will work on end-to-end journeys, investigate issues, gather evidence, and maintain auditable records in SAP/C4C/MRS, contributing to continuous