Customer Care Advisor (CRO)

What you’ll be responsible for

As a Customer Care Advisor, you’ll be part of a team delivering a world-class customer experience across verbal service channels. You’ll take ownership of complex enquiries, complaints, escalations and regulatory requests, ensuring each issue is fully investigated, its root cause is understood and a fair outcome is achieved. You’ll keep customers informed throughout, work collaboratively across the business and support the achievement of customer, regulatory and performance targets.

• Owning end-to-end customer journeys across operational services, managing expectations and ensuring customers are kept informed through to resolution.
• Managing and resolving complex or escalated enquiries and complaints, including MD reviews and cases involving the Consumer Council for Water (CCW).
• Investigating issues thoroughly, identifying root causes and working with internal teams to gather evidence, agree next steps and prevent repeat failures.
• Managing customer feedback and follow-on activity to secure satisfactory outcomes and support continuous improvement.
• Following escalation processes where customer expectations or performance targets are at risk, ensuring activity receives appropriate attention and prioritisation.
• Working closely with Service Recovery, operational teams, Planning and Scheduling, the Water Network Alliance and other business areas to resolve issues and minimise customer inconvenience.
• Operating in line with customer service processes, policies and regulatory requirements, including C-MeX and B-MeX measures, performance KPIs and CCW complaints guidance.
• Maintaining complete, accurate and auditable case records across relevant systems, including SAP/C4C and MRS where applicable.
• Analysing case trends and causes of customer detriment, sharing insights and recommendations to improve service recovery and prevent recurring issues.
• Attending team meetings and huddles to share updates, learning and customer insight, and undertaking other duties required to meet business needs.

About you

You’ll be customer-focused, empathetic and fair, with the confidence to take ownership of complex issues and see them through to resolution. You’ll communicate clearly, manage competing priorities and build effective relationships with colleagues and stakeholders across the business

• Experience of resolving complex or escalated customer enquiries or complaints.
• Excellent written and verbal communication skills, with the ability to actively listen, adapt your approach and produce clear, professional responses.
• Strong problem-solving and root-cause analysis skills, with sound judgement and a focus on fair customer outcomes.
• High attention to detail and the ability to manage a varied caseload, competing priorities and regulatory deadlines.
• Strong stakeholder-management and relationship-building skills, with the ability to collaborate effectively across teams.
• A good understanding of organisational policies, procedures and regulatory obligations, or the ability to learn these quickly.
• Confidence using Microsoft Office and multiple case-management or operational systems
• A customer-first approach, demonstrating empathy, accountability, professionalism and impartiality.
• The ability to work independently and as part of a busy team, remaining organised and effective in challenging circumstances.

Good to know

• You will need to participate in 7-day flexible working pattern of shifts between 7am-7pm. You will also be on a standby rota. These are subject to change and can be discussed in more detail at the interview stage
•  If you would like any further information on the role, please contact Emma.Young@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.