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Customer Revenue Advisor

Date:  20-Nov-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Cardiff

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number                              2648                                                                              
Work Type Permanent
Job Function Customer Services
Salary Range £20,099 - £23,018
Location Linea


We'd love for you to help us with...


Now more than ever, resolving problems and getting the best resolution is so important.  We are looking for the right kind of people to join our Debt department and be part of our critical account resolution team.

Day to day duties:

  • Handle inbound and outbound calls from customers needing your skills and support.
  • Listen, question, and probe our customers with a view to resolve their arrears successfully for both parties (the customer, and us – Welsh Water). Understand the importance of language and tone and the power of empathy.
  • Learn to spot signs of vulnerability and negotiate the best outcomes.  
  • Collect cash and set payment plans.
  • Educate our customers on the most appropriate messages for them such as social tariffs or the consequences of non-payment.
  • Use investigation skills to understand and resolve complicated accounts.  
  • Demonstrate a right-first-time approach


Unfortunately, some of our customers don’t pay their water bills on time. Every penny not collected can affect our ability to deliver our awesome service. As a debt advisor you’ll help remind the forgetful payers, assist those who cannot afford to pay and recover against those who can pay but choose not to. 

Like the supply of water, account resolution is a great responsibility, so if you think you’re made of the right stuff and want to be developed, grown and challenged, this role is for you. 

Why work for us?


When you think about it, water is the most basic human need. So what we do at Welsh Water is incredibly important - we give three million customers safe, clean water, take away their dirty water and help protect our beautiful environment.


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
  • Free parking at all our sites
  • On site returning parents and multi faith rooms
  • 20% off all Welsh Water Visitor Attraction Centres and gift shops
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family


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


Once you join us, we will ask you to work in office until you have reached competency. We've found that this way, you get to meet your team in person - and can make connections and friends for life! Once you have reached competency, there will be some options to work flexible, in office, from home, or the best of both!

What you'll bring to the table


Do you tick these boxes? If so, we’d love to see your application:

  • Able to demonstrate a good understanding of excellent customer service.
  • Some of our conversations can be challenging, you would need to be a resilient and confident individual.
  • Initiative and problem solving, both to resolve customer queries in a timely manner and with accuracy and make connections in data and information to assist in the tracing of debtors.
  • Good verbal and written communication skills, along with great negotiation and questioning skills – this role will include email correspondence as well as telephony
  • Good attention to detail and data accuracy.
  • Calm, empathetic, persistent and resilient whilst being flexible to meet business needs.
  • Takes ownership and provides solutions.
  • Hard working and committed to achieving individual and team targets.

Extra bits and bobs

We know we’re a unique industry and there is so much to learn, which is why we’ll induct you into a tailored training course to give you the knowledge you’ll need.  But it doesn’t end there: at Welsh Water we are committed to growth in role, which is why we have specialist coaches on hand to develop you, to challenge you to always improve and try new approaches as an individual and part of a successful team.

The successful candidate must be able to pass a credit and DBS check.

This position will require both home and in office working. On site is based at our Linea office, in St Mellons, Cardiff


Our office opening hours are between 8am – 8pm Monday to Friday, and Saturdays between 8am – 2pm. You won't be working the full range, your hours will be somewhere in between.

Equality, Diversity & Inclusion


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.


Still interested? A little more about us


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.






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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