End-to-End Customer Care Specialist

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

Benefits offered by this job

Annual leave 34 days (pro rata)

Pension contributions

Standby shifts

Employee benefits

Job summary

Dŵr Cymru Welsh Water in Swansea is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels. You’ll own complex enquiries, complaints and regulatory requests, ensuring issues are investigated and fair outcomes are achieved, while keeping customers informed throughout the process.

You will collaborate with Service Recovery, planning and scheduling, and other teams to resolve issues and meet regulatory targets.

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 focus on fair outcomes.

Responsibilities

• Own end-to-end customer journeys across services and manage expectations to resolution.
• Resolve complex or escalated enquiries and complaints, including regulatory reviews.
• Investigate issues to identify root causes and coordinate with internal teams for next steps.

Skills

Customer service

Communication

Problem solving

Regulatory knowledge

Stakeholder management

Root-cause analysis

Microsoft Office

Case management systems

Tools

SAP

C4C

MRS

Microsoft Office

Job description

Dŵr Cymru Welsh Water in Swansea is seeking a Customer Care Advisor to deliver a world-class customer experience across verbal service channels. You’ll own complex enquiries, complaints and regulatory requests, ensuring issues are investigated and fair outcomes are achieved, while keeping customers informed throughout the process.

You will collaborate with Service Recovery, planning and scheduling, and other teams to resolve issues and meet regulatory targets.