Customer Care Specialist: End-to-End Resolution

Dwr Cymru Cyf; Wales; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

34 days annual leave

Pension contributions

Gym and fitness discounts

Cycle to work

Private mortgage brokering

On-site parking

Employee assistance programme

Discounts Welsh Water attractions

Job summary

Dŵr Cymru Welsh Water is seeking a Customer Care Advisor to own end-to-end customer journeys across verbal service channels, handling complex enquiries, complaints and regulatory requests, and ensuring fair outcomes while keeping customers informed.

You will analyse trends, collaborate with internal teams, meet regulatory targets like C-MeX and B-MeX, and contribute to continuous service improvement. 7-day rotating shifts 7am–7pm and standby rota apply.

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 abilities with fair outcomes.
• High attention to detail and ability to manage a varied caseload with regulatory deadlines.
• Strong stakeholder management and cross-team collaboration.
• Good understanding of organisational policies and regulatory obligations.
• Proficiency with Microsoft Office and multiple case-management systems.
• Customer-first approach with empathy, accountability and impartiality.
• Ability to work independently and in a busy team environment.

Responsibilities

• Owning end-to-end customer journeys across services and resolving to a fair outcome.
• Managing and resolving complex or escalated enquiries and complaints.
• Investigating issues, identifying root causes and gathering evidence with next steps.
• Managing customer feedback and follow-on activity to drive improvement.
• Following escalation processes to protect performance targets and customer outcomes.
• Collaborating with Service Recovery, planning and scheduling, and other areas to resolve issues.
• Adhering to customer service processes, policies and regulatory requirements.
• Maintaining accurate case records across SAP/C4C and MRS.
• Analyzing case trends to provide insights and prevent recurrences.
• Attending team meetings and contributing to knowledge sharing.

Skills

Customer service

Escalated queries

Communication skills

Root-cause analysis

Stakeholder management

Regulatory knowledge

Office software

Case management

Time management

Tools

SAP

C4C

MRS

Microsoft Office

Job description

Dŵr Cymru Welsh Water is seeking a Customer Care Advisor to own end-to-end customer journeys across verbal service channels, handling complex enquiries, complaints and regulatory requests, and ensuring fair outcomes while keeping customers informed.

You will analyse trends, collaborate with internal teams, meet regulatory targets like C-MeX and B-MeX, and contribute to continuous service improvement. 7-day rotating shifts 7am–7pm and standby rota apply.