At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service while achieving targets.
- Company: Join Dŵr Cymru Welsh Water, a company dedicated to providing safe and reliable water services.
- Benefits: Enjoy 34 days annual leave, competitive salary, and various employee perks.
- Other info: Hybrid working model with opportunities for progression and personal development.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in team management and a passion for coaching and mentoring.
The predicted salary is between 35833 - 39163 £ per year.
What you’ll be responsible for:
- Coaching and developing advisors in the contact centre in various ways including call listening, quality feedback and process guidance to ensure that individual, team and department targets are achieved.
- Being hands on, managing and motivating your team to deliver great customer service.
- Establishing a high-performance culture by setting and continuously reviewing SMART goals and performance indicators and following company guidelines.
- Gathering data from a range of sources to help with optimising team working practices through continuous improvement, innovation, and best practice to increase customer satisfaction and cash collection.
- Establishing and maintaining effective working relationships within the team and other parts of the business to ensure goals are supported and delivered.
- Promoting awareness around health & safety procedures - being accountable for your own health & safety and having a duty of care to your colleagues and anyone affected by the work you do.
- Undertaking any other duties as required to meet the needs of the business.
About you:
- Experience of managing people and HR practices.
- Experience of coaching and mentoring a team to maximise its performance and engagement.
- Experience of managing health and safety.
- Experience of delivering successful change within a team.
- Able to communicate well, actively listen and respond appropriately to solve problems.
- Able to guide, inspire and motivate your team to perform effectively.
- Able to work to tight deadlines, sometimes in difficult circumstances.
- Able to use Microsoft software packages along with the company’s internal packages.
Good to know:
- Hybrid working between office and home.
- Shifts between 0800-1800 with 1 Saturday 09:00-13:00 in 5.
- Interviews for this role will be held on Thursday 6th August 2026.
- If you would like further information on this role, please contact Sarah.Falder@dwrcymru.com.
Benefits:
- As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
- Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive).
- 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.
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. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.
Who we are:
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. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.
We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.
Customer Team Leader 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dwr Cymru Welsh Water. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dwr Cymru Welsh Water before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dwr Cymru Welsh Water:Your cover letter is your chance to shine! Tell us why you want to work at Dwr Cymru Welsh Water specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dwr Cymru Welsh Water!
How to prepare for a job interview at Dwr Cymru Welsh Water
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
