Customer Team Leader

What you’ll be responsible for

• Coaching and developing advisors in the contact centre in various ways including call listening, quality feedback and process guidance to ensure that individual, team and department targets are achieved.
• Being hands on, managing and motivating your team to deliver great customer service.  Establishing a high-performance culture by setting and continuously reviewing SMART goals and performance indicators and following company guidelines.
• Gathering data from a range of sources to help with optimising team working practices through continuous improvement, innovation, and best practice to increase customer satisfaction and cash collection.  
• Establishing and maintaining effective working relationships within the team and other parts of the business to ensure goals are supported and delivered.
• Promoting awareness around health & safety procedures - being accountable for your own health & safety and having a duty of care to your colleagues and anyone affected by the work you do.
• Undertaking any other duties as required to meet the needs of the business. 

About you

• Experience of managing people and HR practices
• Experience of coaching and mentoring a team to maximise its performance and engagement
• Experience of managing health and safety
• Experience of delivering successful change within a team
• Able to communicate well, actively listen and respond appropriately to solve problems

• Able to guide, inspire and motivate your team to perform effectively
• Able to work to tight deadlines, sometimes in difficult circumstances
• Able to use Microsoft software packages along with the company’s internal packages

Good to know

• Hybrid working between office and home 
• Shifts between 0800-1800 with 1 Saturday 09:00-13:00 in 5 
• Interviews for this role will be held on Thursday 6th August 2026

• If you would like further information on this role, please contact Sarah.Falder@dwrcymru.com

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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• 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. 

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 to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.

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.