Customer Revenue Advisor

A bit about the role

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.

Your Career in Revenue...

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 need with 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. 

But it doesn’t end there: at Welsh Water we are committed to growth in role, which is why we also offering a chance to gain a Edexcel Level 3 Award in Providing Financial Services to support and enhance your career with us. .

This position will require both home and in office working. Our 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 and we require you to work 1 Saturday in 5. 

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!

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.
 

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. For some roles there may be additional checks and security clearance required, and this offer is subject all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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.

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.

A bit about us

Bath-times, half-times, party-times, meeting-times, and cooking-times. Our water brings Wales to life! It helps 3 million people stay healthy and clean every day. It keeps businesses running smoothly and life flowing along. 

We’re different. And proud of it. We’re for everyone, not for profit. We’re people from every walk of life. All with an opportunity to develop and grow amazing careers. All sharing the benefits of bringing our whole self to work. 

We’re the engineers and scientists, rangers and customer advisors that keep the taps flowing and keep our customers happy. And we’re thousands of other incredibly diverse roles with National responsibility. All working to the highest standards of satisfaction. In a business where safety and care for every colleague is never compromised.

We’re in every community. And for every community. We’re Welsh Water. The people with the passion to bring futures to life in a business that brings Wales to life! 

Discover the difference Welsh Water can bring to your life.

INDMP