Job Description

Job Requisition Number 8206 Work Type Permanent Job Function Customer Services Salary Range £26,200 Base South East Hub Closing Date 25th May 2025

What you’ll be responsible for

Resolving all queries on topics such as billing queries or any clean or waste incidents with exceptional communication across different contact channels. The role is demanding and rewarding 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 devise the best strategy to resolve the account and help our customers.
• Building rapport to understand our customers’ needs, identifying vulnerability, and negotiating the best way forward.
• Exuding the company values to help us achieve our company vision.
• Supporting customers and colleagues through effective communication.
• Developing enhanced system and process knowledge and contributing to their improvement.
• Understanding and mastering the power of language, tone, and empathy whilst communicating with balance and commerciality.
• 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.

Who you’ll work with

Welsh Water customers, your new starter team, wider teams within the contact centre and Team Leaders.

About you

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

If you speak Welsh, please let us know as we have a designated Welsh department here at Welsh Water and are actively looking for Welsh speakers to join our team.

Good to know

The start date for this role is 27th July 2026. Please note, assessment centres will be held WC 1st June, that you will need to attend.

You will have 9 weeks of training where you will work 9am-5pm. Due to how detailed the training is, we are unable to authorise any extended periods of annual leave so please consider this before applying for the role and provide us dates at the assessment centre for us to review. After that you will move to a 5-week rolling rota, which can be discussed in detail if invited to interview. To best support you through your development you will be based full time in the office for your first 6 months so we can provide coaching & support. There is an opportunity to move to our hybrid working module (minimum of two days a week in the office) at the end of your 6-month probationary period.

Benefits

As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• 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.

Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest.

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.

Who we are

Our Waste-Water teams help bring Wales to life by protecting public health and the natural environment. Working behind the scenes, you’ll support the treatment of waste-water and help return it safely back to rivers, land and coastlines across Wales. We’re committed to creating a workplace where everyone feels respected, supported and able to thrive. By bringing together people with different experiences and viewpoints, we’re better able to care for the environment and the communities we serve, now and in the future.

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.