Customer Advisor

Good to know

What you’ll be responsible for

Resolving all queries on topics such as billing queries or any clean water or wastewater incidents with exceptional communication across different contact channels. The role is demanding and rewarding in equal measure and will suit those who have a genuine passion for helping people. 

This will include:

• Being the first point of contact for our customers, demonstrating positivity and a passion for resolving customer issues. 
• Consistently listening, questioning and probing to devise the best strategy to resolve customer queries and account issues. 
• Building rapport to understand our customers’ needs, identifying vulnerability and negotiating the best way forward. 
• Demonstrating our 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 continuous improvement. 
• Understanding and mastering the power of language, tone and empathy whilst communicating with balance and commerciality. 

About you

The following qualifications, experience, behaviours and skills are required: 

• Excellent verbal and written communication skills. 
• A friendly and positive manner when speaking with customers. 
• Confidence using IT systems. We use a variety of systems and will provide full training. 
• Honest and professional at all times. 
• Resilient with strong problem-solving skills and the ability to manage challenging situations. 
• Open to feedback, self-improvement and learning new skills. 
• Confidence with numbers and explaining what they mean, such as discussing customer bills and payment plans. 
• Strong attention to detail and the ability to retain information. 
• The ability to make decisions confidently and effectively. 

If you speak Welsh, please let us know. We have a dedicated Welsh-speaking department and are actively looking for Welsh speakers to join our team. 

Benefits

As well as a market competitive salary, 34 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.