Customer Care Specialist - Resolve Complex Enquiries

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

Benefits offered by this job

Pension plan

Annual leave up to 30 days

Employee assistance programme

Job summary

Dŵr Cymru Welsh Water is hiring a Customer Care Advisor at Nelson Depot. You will own end-to-end customer journeys, resolve complex enquiries and complaints, and ensure customers are informed throughout the process while working with cross-functional teams to meet regulatory and performance targets.

You will handle escalations, contribute to continuous service improvements and operate in line with applicable policies and CCW guidance, while maintaining auditable case records across SAP/C4C and

Qualifications

• Experience 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.

Responsibilities

• 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 CCW involvement.
• Investigating issues thoroughly, identifying root causes and working with internal teams to gather evidence and next steps.

Skills

Customer service

Communication

Problem solving

Stakeholder management

Attention to detail

Tools

SAP

C4C

MRS

Job description

Dŵr Cymru Welsh Water is hiring a Customer Care Advisor at Nelson Depot. You will own end-to-end customer journeys, resolve complex enquiries and complaints, and ensure customers are informed throughout the process while working with cross-functional teams to meet regulatory and performance targets.

You will handle escalations, contribute to continuous service improvements and operate in line with applicable policies and CCW guidance, while maintaining auditable case records across SAP/C4C and