Customer Advisor

  • Job Reference: 851
  • Date Posted: 11 November 2020
  • Employer: DWR Cymru Cyfyngedig Welsh Water Plc
  • Location: Cardiff (CF3 0LT), United Kingdom
  • Salary: On Application
  • Sector: Customer Service
  • Job Type: Permanent
  • Duration: Undefined
  • Work Hours: Full Time

Job Description

Who are we


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.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you'll do



  • Handling enquires primarily through taking inbound calls from our customers. Ensuring that we deliver the right outcome for the customer, at the right time in the most effective way possible. 
  • Our customer could be asking about anything from changing an address, ways to pay, requesting a meter, leakage or flooding. 
  • Ensuring accurate data is captured on every contact to meet our data protection requirements. 
  • Maximising cash collection whilst ensuring you adhere to debt guidelines.
  • Identifying ideas and opportunities to reduce contacts.
  • Maximising availability to the customer whilst maintaining efficiencies to ensure that department targets are achieved.
  • Taking a flexible approach to support the department and business with ad-hoc duties, admin tasks and business projects when required to meet the business needs.


What you'll need



  • Have a real desire to create a great experience for our customer.
  • Excellent communication skills with customers and colleagues
  • Initiative & problem solving skills to provide the best solution for the customer and business.
  • IT literate to be able to use multiple computer systems.
  • Grade C or above in GCSE Maths and English (or equivalent).
  • Time Management to maximise your availability to speak to the customer and process additional tasks.
  • Numerate to identify the best payment plan for the customer.
  • Negotiation & influencing skills to maximise cash collection.
  • Attention to, and ability to retain information to ensure correct processes are followed.




As well as a market competitive salary and 24 days annual leave (pro rata), we offer a range of employee benefits including:



  • Variable pay schemes
  • Enhanced employer pension contributions
  • 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

And many, many more.

Closing Date


23:59 31st October, 2020.

(Advert may close early if we have a high volume of applications)

All assessments must be completed by the closing date unless stated otherwise.