Share this Job

Customer Service Advisor

Date:  24-Nov-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Cardiff

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number                              1976                                                                              
Work Type Permanent
Job Function Customer Services
Salary Range £20,099 
Location Linea
Closing date 23:59 - 30th November 2022



At Welsh Water we are not-for-profit and we’re looking for excellent communicators and problem solvers to join our Customer Hub and the Dwr Cymru Welsh Water Team.

Your first 6 months will be office based (St Mellons, Cardiff), where you will receive full coaching and support, with opportunities to develop alongside your team.


To see a little more what it's like to work at Welsh Water, please follow this link:

Cymraeg -


We want our colleagues to progress and develop their careers - there will be a role development platform:


  • Role Development is an opportunity for colleagues to gain variety in role, maximise their skill set and at the same time increase their earning potential (to the top of band 3R £23,018). Colleagues can commence this process following their 6 month probation period.
  • To progress, must demonstrate they are performing the key competencies required at Customer Advocate (level 2) Customer Expert (level 3). Once a colleague is at ‘Expert’ level they have the opportunity to progress to Specialist roles whereby salary can increase between £25,753 to a max of £28,346




As well as a market competitive salary and 33 days (including public holidays) annual leave (pro rata), we offer a range of employee benefits 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 contribution)
  • Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
  • Reduction on gym memberships and high street shopping
  • Free on site 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


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.

What will you be doing?


We speak to all kinds of different customers here at Welsh Water and deal with a range of queries from questions around a customer’s bill or any clean or waste incidents with exceptional communication across different channels, such as phone, email, text, letter and social media. 


The role is rewarding and challenging in equal measure, and will suit those who have a genuine passion for helping people. This will include:


  • Be the first touch point on for our customers, demonstrating a positivity and a passion for solving customer issues.
  • Consistently listen, question and probe to resolve the customer’s account, query, or complaint.
  • Building rapport to understand our customers’ needs, identifying vulnerability, and negotiating the best way forward.  
  • Display and demonstrate the company values to help us achieve our company vision on a regular basis. 
  • Supporting customers and colleagues through effective communication and teamwork.
  • Aiding the development of enhanced system and processes; contributing to their improvement. 
  • Understanding and mastering the power of language, tone, and empathy.
  • 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.


We are a unique industry and there is so much to learn, which is why we will provide you with tailored induction training course that will give you the knowledge you will need and prepare you for range scenarios and customers that you will come across.  


But it doesn’t end there: at Welsh Water we are committed to your growth in role through consistent coaching and development. This will challenge you to always improve, try new approaches and grow as an individual and part of a successful team.


We have a number of roles available with a variety of working hours (between 7am - 10pm including weekends & bank holidays), and start dates. Standby could also be applicable to some of the roles (which comes with an addition to pay).


You should apply if...


You have the following:


  • Experience in communicating with customers; or 
  • A minimum of C grade in GCSE (or equivalent) in Maths & English


More importantly, we want you to be able to have the following:


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


If you can speak Welsh, that’s a bonus – but not essential


This role will involve flexible working. With opportunities to work from our Cardiff office and from home.



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.


Good to know


Start Dates available:  28th November & 5th December 2022 and you will be paid in time for Christmas!



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.

Job Segment: Call Center, Wastewater, Water Treatment, Banking, Customer Service, Engineering, Finance