At a Glance
- Tasks: Help customers with queries and solve problems in a fast-paced environment.
- Company: Join Dŵr Cymru Welsh Water, a diverse and inclusive team dedicated to serving the community.
- Benefits: Enjoy 33 days annual leave, enhanced pension contributions, and gym discounts.
- Other info: Flexible working options available after a 6-month probation period.
- Why this job: Make a real difference by supporting customers and building trust every day.
- Qualifications: Strong communication skills, resilience, and a passion for helping others.
The predicted salary is between 21000 - 25000 € per year.
Responsibilities
- 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.
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.
Qualifications & Skills
- 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.
About the Department
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.
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.
Customer Advisor in Cardiff employer: Dwr Cymru Cyf
Welsh Water is an exceptional employer that prioritises equality, diversity, and inclusion, fostering a supportive work culture where every employee can thrive. With comprehensive benefits such as enhanced pension contributions, generous annual leave, and opportunities for professional development, employees are empowered to grow within the company while enjoying a healthy work-life balance. Located in Cardiff, our contact centre offers a dynamic environment where no two days are the same, making it an ideal place for those passionate about helping others.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, dive into Welsh Water's values and mission. This will help you connect your passion for helping people with their commitment to customer service.
✨Tip Number 2
Practice your problem-solving skills! Think of examples where you've successfully resolved issues in the past. This will show that you're ready to tackle those challenging conversations head-on.
✨Tip Number 3
Show off your communication skills! During the interview, be friendly and positive. Remember, they want someone who can build rapport with customers, so let your personality shine through.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the team at Welsh Water.
We think you need these skills to ace Customer Advisor in Cardiff
Some tips for your application 🫡
Show Your Passion:When writing your application, let your genuine passion for helping people shine through. We want to see that you care about customer service and are excited about the opportunity to make a difference.
Be Clear and Concise:Make sure your written application is easy to read and straight to the point. Use clear language and avoid jargon. We appreciate straightforward communication, just like we expect with our customers!
Highlight Your Resilience:Since the role involves dealing with challenging situations, share examples of how you've handled tough conversations or problems in the past. Show us that you can stay calm and positive under pressure.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Dwr Cymru Cyf
✨Know the Company Values
Before your interview, take some time to familiarise yourself with Welsh Water's core values. Understanding their commitment to equality, diversity, and inclusion will help you align your answers with what they stand for, showing that you're a great fit for their culture.
✨Prepare for Customer Scenarios
Since the role involves handling customer queries and complaints, think of examples from your past experiences where you've successfully resolved issues. Be ready to discuss how you built rapport, empathised with customers, and found solutions, as this will demonstrate your problem-solving skills.
✨Showcase Your Communication Skills
Excellent communication is key for a Customer Advisor. Practice articulating your thoughts clearly and positively. You might even want to do a mock interview with a friend to refine your verbal and written communication skills, ensuring you come across as friendly and professional.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and the company. Consider asking about the training process or how the team collaborates to improve customer service. It’s a great way to demonstrate your enthusiasm and curiosity.
