Customer Service Co-ordinator

DWR CYMRU WELSH WATER; Ellesmere Port; On-site; GBP 25,000 - 30,000; Full time

Job summary

A local water utility company in Ellesmere Port is seeking a Graduate Logistics Coordinator. The role involves resolving customer issues, maintaining communication records, and ensuring high-quality service delivery. The ideal candidate will have a good standard of education, experience with Microsoft Excel and Word, and possess strong analytical and communication skills. This temporary position offers a supportive work environment with various benefits including progression opportunities and health cashback schemes.

Benefits

Variable pay schemes

Enhanced employer pension contributions

Gym discounts

Cycle-to-work scheme

Health cashback scheme

Qualifications

• Excellent communication and interpersonal skills.
• Ability to handle complaints professionally.
• Experience in customer service or similar roles.

Responsibilities

• Resolve customer issues and deliver excellent service.
• Prepare statistical reports for the unit.
• Maintain records of customer interactions.

Skills

Customer service

Communication skills

Analytical skills

Problem-solving

Education

Good standard of education

Tools

Microsoft Excel

Microsoft Word

Job description

Responsibilities

• Take local ownership for resolving all customer issues and delivering excellent customer service.
• Assist the unit in contacting 100% of customers who have had dealings with DCWW within a geographic business area to deliver sector‑leading customer service.
• Identify all customers who have had to contact the OCC more than once for any work type and, in partnership with the customer, take their problem through to final resolution.
• Ensure both adequate and appropriate internal investigation and action takes place in all cases, keeping the customer informed, liaising with other internal departments, operating partners and contractors until a resolution is obtained.
• Maintain all records of all communication with the customer, internal departments, operating partners and contractors, including timelines and actions taken.
• Carry out any relevant research when required as requested by your manager.
• Prepare statistical reports as appropriate and agreed with your Line Manager.
• Provide input to the development of any company policy regarding customer service.
• Work flexibly as part of the customer service team and strive to develop the role, helping our organisation to become a leading provider of customer service within the industry.
• Aid line managers to ensure that all relevant standards within the company's customer care policy are met or exceeded.
• Create orders and appointments where appropriate as per customer demands and mandatory requirements.
• Monitor incoming blue‑light calls to ensure we are aware of all activity within the distribution network and provide data to the OCC to enable text messages to be sent to customers, preventing unwanted calls being received.
• Identify any additional services customers that require immediate assistance or bottled water within a 4‑hour period and inform the designated co‑ordinator.
• Support designated standby in the area if required.
• Assist in other duties that may be requested from time to time by the Supervisor.

Graduate Logistics Coordinator

The Logistics Coordinator role will involve ensuring productivity and quality performance to achieve our long‑term company vision. A good standard of education with knowledge of Microsoft software packages (Excel, Word), drive and ambition to provide first‑class service, ability to handle complaints professionally and on time, and excellent communication and analytical skills are essential.

Who You’ll Work With

• Internal departments
• Operating partners
• Contractors

Qualifications

• A good standard of education with knowledge of Microsoft software packages including but not limited to Excel and Word.
• The drive and ambition to provide first‑class service to our customers.
• Ability to deal with complaints in a professional and timely manner.
• Ability to handle sometimes difficult situations in a friendly manner.
• Excellent written and oral communication and interpersonal skills, enabling professional engagement with internal and external parties and efficient solution communication.
• Well‑developed analytical skills.
• Clearly identify and define issues of concern to customers.
• Undertake the review and resolution of customer complaints/concerns to a high professional standard.

About the Company & EEO

Dŵr Cymru Welsh Water keeps 3 million people healthy each day with safe, reliable water and takes wastewater to clean before returning it safely to our beautiful rivers and seas.

We are committed to delivering high‑quality essential services that protect the health of our customers, colleagues and the environment, living our core values and demonstrating the behaviours that underpin them. The security of our people, assets and information is key, so we seek individuals who understand and comply with the company’s required security objectives. All applicants will be subject to necessary checks and security clearance if required.

Equality, diversity and inclusion form the foundation of Welsh Water’s culture. We welcome applications from minority groups, including Black, Asian and Minority Ethnic communities, females, LGBT+, non‑binary and people with disabilities. Our workplace celebrates diverse voices and the whole‑person experience of all employees.

© Dŵr Cymru Cyf 2019. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT.

Benefits

• Variable pay schemes (performance‑based increments and a yearly incentive).
• Option to buy additional annual leave up to 5 days per year.
• Enhanced employer pension contributions – up to 11% employer contributions.
• Free mortgage brokering services.
• Enhanced family‑friendly policies.
• Progression opportunities, including funded training, coaching and mentoring programmes.
• Gym and fitness discounts as well as high‑street shopping discounts.
• Cycle‑to‑work scheme.
• Discounts on all Welsh Water visitor attraction centres and gift shops.
• Car‑leasing scheme and free on‑site parking at all sites.
• Health cashback scheme and access to an online GP service.
• Employee assistance programme for employees and their immediate families.
• Additional benefits available on our website.

Working Hours & Details

• Working hours will include Monday – Friday.
• The successful candidate will be required to work in the office.
• This is a 12‑month temporary position.
• Annual leave: 33 days pro‑rata, including public holidays.
• Variable pay schemes, enhanced pension contributions, mortgage and family‑friendly benefits, gym discounts, cycle‑to‑work, visitor discounts, car‑leasing, health cashback, employee assistance programme and more available on our website.