Job Description

At Hafren Dyfrdwy, we’re passionate about delivering clean, safe water and caring for the environment across Wales. We’re more than a water company – we’re a team committed to sustainability, innovation, and supporting the communities we serve. If you’re looking for a role where you can make a real impact and be part of a purpose-driven organisation, we’d love to hear from you.

Love to care? Be the voice our customers can count on

You’re not only looking for your next job. You’re looking for a career. A role where you can really make a difference. Where the possibilities are endless.

We’re looking for people to join us in our Customer Hub to support our wonderful customers - and with no scripts or sales targets you can be your best self. At Hafren Dyfrdwy, we want people, not robots.

Haven’t got customer service or water industry experience? Don’t worry, we can help you with that – we’ll give you all the training you need to succeed. We just want you to be passionate and keen to make a positive difference to our customers.

We’re different

Do you believe Customers should have great experiences? Do you drive change and want to do more because you care? Have you ever wanted to work in an environment where you’re trusted to make the decisions? If this sounds like you then we want to know!

Our customers are our priority and you’ll be listening to what customers tell you and helping them with the right information. Every call is different; one minute you’ll be helping someone with their bill, the next you might be dealing with a leak. So, if you’re a good listener with attention to detail this is the role for you.

You’ll work in our busy customer hub full of like-minded people. It’s a great open plan office environment, based in Rhostyllen, Wrexham.

Don’t worry if this is something that you’ve not done before. We’re interested in what you can bring to the role. In return you’ll have training and great support and development so you’ll be well prepared and confident to take calls from our customers.

What will I be doing?

You’ll chat to customers over the phone and via email and Whatsapp whilst being given the freedom to help them in a way you too would like to be helped. You’ll take ownership of their needs and find a way, no matter what, to figure things out with them. We want great people who do more because we care.

We don’t lie - it’s not easy. Learning in a fast-paced, ever-changing environment isn’t for the faint-hearted. Every day you will come across problems not seen before, and you’ll be tasked with bringing about awesome solutions. Expect the unexpected. Ask questions, drive change, and share your ideas. There’s a lot (and we mean a lot) to learn, and a lot of work to do. Just when you think you know everything there is to know - something changes. We’ll help you build your knowledge and be committed to your development. If you’ve got the attitude to thrive here and want to make a difference - we’ll go that extra mile for you.

Our water is vital to our customers, so we need to be around when they need us. You’ll be working shifts totalling 40 hours per week between the hours of 8:00am and 6:00pm, Monday to Friday – we don’t work weekends or Bank Holidays.

You'll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive and why for this role you’ll usually find us in the office during our working hours.

Don’t worry – you’ll always have plenty of notice of your shifts, plus lots of annual leave. We know you have a life outside work, too!

If this sounds like you, then we want to hear from you!

What we need from you?

• Talk to our customers over the phone, Whatsapp or via email, resolving their queries and perhaps engaging with other suppliers too.
• Working in our customer hub, you’ll be at the heart of everything we do - helping our customers because you care.
• Taking full responsibility for all issues that you come across, you’ll be delivering end to end customer service. Gone are the days of customers getting stuck in a never-ending loop of being transferred between departments, you’ll be fully trained in every aspect of the customer experience and be able to help with any problem.
• Every day, you’ll be tasked with bringing about awesome solutions while keeping up with rapid fire change as we grow. Expect the unexpected.
• Passion for delivering an outrageously amazing customer experience
• Excited to solve complex problems
• Good English skills both written and verbal
• A committed team player
• Ability to think on your feet in a fast-paced environment
• Confidence in making important decisions
• Drive to identify and implement change
• Commitment to provide an outstanding customer journey

How we'll reward and care for you in return

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• 22 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £1,500, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 8% when you contribute 4%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year

Let's go

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.