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Customer Case Officer

Date:  21-Jun-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Swansea

Swansea, Wales, GB, sa6 5bq

Job Requisition Number                              3159                                                                              
Work Type Temporary - 12 Months
Job Function Customer Services
Salary Range £23,652 - £26,874
Base Clydach
Closing Date  23:59 on 28th June 2022

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.



As well as a market competitive salary and 33 days annual leave (pro rata, including public holidays), 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%
  • 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.
  • 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 every day and about looking after our beautiful environment.

What you’ll be responsible for


  • Take local ownership for resolving all customer issues and delivering excellent customer service.
  • Assist the unit in contacting 100% of customer who’ve had dealings with DCWW within a geographic business area with the aim of delivering sector leading customer service.
  • Identify all customer who have had to contact the OCC more than once for any work type and in partnership with the customer, take their problem through to final resolution.
  • Ensure both adequate and appropriate internal investigation and action takes place in all cases. This will include keeping the customer informed during the investigation, liaising with other internal departments, operating partners and contractors until a resolution is obtained.
  • Maintain all records of all communication with the customer, internal departments, operating partners and contractors, including time lines and actions taken.
  • Carry out any relevant research when required as requested by your manager.
  • Prepare statistical reports as appropriate and agreed with your Line Manager.
  • Provide input to the development of any company policy regarding customer service.
  • Work flexibly as part of the customer service team and strive to develop the role, helping our organisation to become a leading provider of customer service within the industry.
  • Aid line managers to ensure that all relevant standards within the company’s customer care policy is met or exceeded. 
  • Use various SAP models including ISU and CRM.
  • Creating orders and appointments where appropriate as per our customer demands and mandatory requirements. 
  • Monitor incoming blue light calls to ensure we are aware of all activity within the distribution network. Provide data to the OCC to enable text messages to be sent to customers, to prevent unwanted calls being received.
  • Identify any additional services customers that require immediate assistance or bottled water within a 4 hour period and inform the designated co-ordinator.
  • There may be a requirement to support designated standby in the area.
  • Assist in other duties that maybe requested from time to time by the Supervisor. 

Who you’ll work with


  • Internal departments


  • Contractors
  • Operating partners

About you


  • A good standard of education with a sound understanding of Microsoft software packages including but not limited to Excel, Word, Access along with the company’s internal SAP packages.
  • The drive and ambition to provide first class service to our customers.
  • Ability to deal with complaints in a professional and timely manner.
  • Ability to deal with sometimes difficult situations in a friendly manner.
  • Excellent communication and interpersonal skills both written and oral which will enable you to deal with internal and external parties in a professional manner, developing solutions and communicating these across the organisation as efficiently and effectively as possible.
  • Well-developed analytical skills. 
  • Clearly identify and define issues of concern to customers.
  • Undertake the review and resolution of customer complaints / concerns, to a high professional standard.
  • Make recommendations in relation to the resolution and future avoidance of customer complaints.
  • Ability to speak and/or to write in Welsh is desirable. 


Good to know


12 month fixed term contract.

Please note, we reserve the right to close this role sooner if required. We also reserve the right to extend the original closing date.





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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