Business Customer Advisor

What you’ll be responsible for

We are excited to offer an opportunity for passionate and customer-focused individuals to join Business Customer Service Team. This dedicated team plays a vital role in delivering exceptional service to our business and non-household customers, ensuring their needs are understood, supported, and resolved efficiently.If you thrive on helping customers, solving problems, and continuously improving the customer experience, we'd love to hear from you. This is an exciting opportunity to be part of a growing team where you can make a real difference to both our customers and the business

This will include:

• Be the first touch point for our customers, demonstrating a positivity and a passion for solving customer issues.
• Consistently listen, question and probe to devise the best strategy to resolve the account and help our customers.
• Building rapport to understand our customers’ needs, identifying vulnerability, and negotiating the best way forward.  
• Exuding the company values to help us achieve our company vision.
• Supporting customers and colleagues through effective communication.
• Developing enhanced system and process knowledge and contributing to their improvement. 
• Understanding and mastering the power of language, tone, and empathy whilst communicating with balance and commerciality.
• Educating our customers on the most appropriate information for them such as water efficiency, social tariffs, or the consequences of non-payment.
• Demonstrating a ‘one-touch’ and right-first-time approach to help each customer as quickly and appropriately as possible.

About you

The following Qualifications, Experience, Behaviours & Skills are required:

• Experience in communicating with customers 
• Basic IT skills across a range of systems and platforms; able to learn new systems
• To be consistently honest and professional with all customers and colleagues
• Ability to be friendly and positive, able to be empathetic and patient with customers
• Excellent attention to detail to ensure details are accurate
• Resilient to challenges and adaptable to change
• Excellent communication skills, both verbal and written across all contact channels

Good to know

There is a requirement to be office based for the Probationary period

There are 2 positions available 

If you would like any further information on this role, please contact Stuart.Witch@dwrcymru.com

Benefits

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 will always 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.
   

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.