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Customer Resolution Officer

Date:  24-Nov-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Caerphilly

Caerphilly, Wales, GB, CF46 6LY

Job Requisition Number                              3794                                                                              
Work Type Temporary - 18 month fixed term
Job Function Customer Services
Salary Range £26,466.00 -£30,072.00 
Base Nelson Depot
Closing date 23:59 - 07/12/2022


Who we are


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


To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.


We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 


To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.


In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you’ll be responsible for


  • Be named point of contact and manage case load activity to ensure the customer has no reason to chase and have cause to complain due to lack of communication.
  • Be responsible for prioritising, and scheduling work for both customer service and environmental incidents to the available operational resources, ensuring efficient use of resource, whilst delivering to our Service Level
  • Be responsible for scheduling  both  planned  maintenance and reactive tasks to field operatives, ensuring timescales are adhered to and full job instruction followed through. This will include regular customer interaction, keeping the customer informed on progress. Any risk of failing to meet customer expectations to be escalated immediately.
  • Be responsible for actively monitoring incoming feedback, raising / releasing of follow on tasks where required to ensure continuity of workflow in a timely manner.
  • Manage field operations resource efficiently, producing an effective schedule of work, minimising on travel /sleep-time requirements and overtime by use of DCWW IT systems and processes.
  • Undertake network assessments using GIS, Watercore, SAP and other software packages to provide data analysis that could identify possible issues at the earliest opportunity. Appropriate escalation of “Investigate No Water’s” (INW’s) and water quality issues in line with procedure.
  • Develop and maintain strong working relationships with Network Operational and Technical teams, and other areas of the business, to ensure DCWW meets its performance targets. Ensure all customer incidents within remit to technically complete, are contacted to ensure full resolution of incident prior to closure.
  • Identify and escalate any reactive  work  that  could  lead  to  wide  scale  customer and environmental impact.
  • Ensure all data collection is of high standard to satisfy internal and external audits Management of customer call backs through C4C Inbox for designated areas of the business Technical completion of orders where authorised.

Who you’ll work with



  • DCWW Senior Staff



  • Customers
  • Local Authorities – Councillors/ AM’s/ MP’s
  • DCWW partners/contractors
  • External training providers

About you


Knowledge, Skills & Experience


  • SAP/ EXCEL / C4C experience would be advantageous 
  • Experience gained through thorough understanding of Water services delivery and highly competent in terms of water Services operations - desirable
  • A proven track record of providing excellent customer service.
  • The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
  • Knowledge of the operational business, with the ability to ensure excellent customer service in all situations.
  • High level of customer handling skills in order to use own experience in supporting the operational business in the delivery of excellent customer service.
  • The ability to work to defined deadlines, and prioritise workload in order to meet those deadlines.
  • The ability to develop positive working relationships, both internal and external, and to be seen as a highly credible representative of the business is required for this role

Good to know


  • Standby 1 in 6
  • Shift pattern is based on a 6 week rota, shifts include 8-4 and 8-6pm
  • Hybrid Working




As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:


•    Variable pay schemes (your salary banding will stay the same, but depending on the performance of the company you could receive a yearly bonus)
•    Enhanced employer pension contributions – Up to 11% employer contributions
•    Enhanced family friendly policies
•    Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
•    Reduction on gym memberships and high street shopping
•    Cycle to work scheme
•    Car-leasing scheme
•    Health CashBack scheme
•    An employee assistance programme for employees and their immediate family


Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.






Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.

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