At a Glance
- Tasks: Deliver top-notch customer service and resolve enquiries with empathy and fairness.
- Company: Join a leading water company dedicated to excellent customer experiences.
- Benefits: Enjoy competitive pay, training opportunities, and a supportive work environment.
- Other info: Collaborative team culture with opportunities for growth and learning.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Experience in resolving customer issues and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
What you’ll be responsible for
As a Customer Care Advisor, you will play a key role in delivering a world class customer experience across all service channels.
You will manage and resolve written and verbal customer enquiries, complaints, escalations, and regulatory requests.
You will ensure issues are fully investigated, root causes understood, and fair outcomes achieved for customers while supporting the organisation’s regulatory and compliance obligations.
This role requires strong communication skills, attention to detail, and the ability to collaborate effectively across departments to improve service and prevent repeat issues.
- Who you’ll work with
- Work closely with all Welsh Water business units to keep customers informed, improve customer experience and C-Me X / B-Me X
- Attend team meetings and huddles to share insights, lessons learned and updates.
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About You
Essential
- Experience resolving complex or escalated customer issues.
- Excellent written and verbal communication skills.
- Strong problem ‑ solving skills and root ‑ cause analysis ability.
- High attention to detail and ability to manage multiple priorities.
- Strong stakeholder ‑ management and relationship ‑ building skills.
- Good understanding of organisational policies, procedures and regulatory obligations.
- Competent use of multiple systems (SAP, Rapid Xtra, Tallyman, Microsoft Office).
- Customer ‑ centric with empathy and fairness in decision‑making.
Desirable
- Ability to communicate in Welsh (written and verbal).
- Coaching or mentoring experience.
- Experience with data analysis and reporting
- Good to know
Benefits
Who we are
#J-18808-Ljbffr
Customer Care Advisor (CRO) in Clydach employer: Dwr Cymru Welsh Water
Dŵr Cymru Welsh Water is an exceptional employer, offering a dynamic work culture that prioritises collaboration and innovation in the heart of Cardiff. Employees benefit from comprehensive professional development opportunities, a commitment to sustainability, and a supportive environment that values diversity and inclusion, making it a rewarding place to advance your career while contributing to the community.
