Customer Advisor

What you’ll be responsible for

This is an exciting opportunity to join our contact centre based in our South East office in Cardiff, South Wales. We are looking for individuals that show strong resilience and have a genuine passion for helping people.

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. 

Not only is our team diverse, but our customers are too, and we are here to support them when they need it. Your role will be answering customer queries about their account, dealing with some challenging conversations around bills, payments, water consumption and leakage, so you must have the ability to problem solve. We can guarantee you that no 2 days are the same!

You will:

1. Be the first touch point for our customers, showing positivity and a passion for solving their problems.
2. Listen, question and probe to resolve the customer’s query or complaint.
3. Use your rapport building skills to understand our customers’ needs, empathising & identifying vulnerability, and negotiating the best way forward. 
4. Display and demonstrate the company values to help us achieve our company vision to earn the trust of our customers every day.
5. Support customers and colleagues through excellent communication skills and teamwork.
6. Continually looking for ways to make things better, helping to improve our systems & processes. 
7. Educate our customers on the most appropriate solution for them – we have lots to offer, water efficiency advice, or financial assistance with one of our social tariffs.
8. Also educate customers on the consequences of non-payment.
9. Have the drive and motivation to resolve the customer query at first contact.
10. Operate in a fast-paced environment, so will need to call on your resilience and self-motivation to ensure every customer receives the highest level of service.

Who you’ll work with

Welsh Water customers, your new starter team, wider teams within the contact centre and Team Leaders.

About you

Knowledge, Skills & Experience

We want you to be able to evidence the following:

• You have excellent communication skills – both verbal and written
• You have a friendly and positive manner when speaking to customers
• You're comfortable using IT – we use a variety of computer systems which we will teach you
• You're always honest and professional
• You're resilient and great at problem solving – we do deal with some challenging situations 
• You're open to feedback, improving yourself and learning new skills.
• You're confident with numbers and explaining what they mean (e.g. explaining a customer’s bill and payment plan) 
• You show attention to detail and retain information well
• You're able to make decisions

If you speak Welsh, please let us know as we have a designated Welsh department here at Welsh Water!

Good to know

Your annual salary is £24,616. The start date for this role is 10th November 2025. Please note, assessment centres will be held on 6th & 9th October. 

You will have 6 weeks of training where you will work 9am-5pm. Due to the Christmas period, you will be given annual leave between 22nd - 26th December 2025. We are unable to authorise any further annual leave between 10th November to 16th January.  Please consider this before applying for the role.

After that you will move to a 5-week rolling rota which includes a combination of shifts from 9am-5pm, 8am-4pm, 8:30am-4:30pm, 10am-6pm and 9:00am- 5:30pm. You will work 1 in 5 Saturdays (9am - 1pm) and on this week, you will have one weekday off to compensate for the Saturday shift.

To best support you through your Development you will be based full time in the office for your first 6 months so we can provide coaching & support. There is an opportunity to move to our hybrid working module (minimum of two days a week in the office) at the end of your 6-month probationary period.

We offer flexible working arrangements to support your work/life balance. However, this must align with the business needs. Please note the minimum hours we offer is 20 hours per week and we do not offer a compressed working week. We can discuss any requirements during your interview. Please note, any agreed flexible working arrangements will not be applied until your 6-month probation period is complete.

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:

• 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 the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off 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
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website. 

 
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.
 
 
Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business.

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.