At a Glance
- Tasks: Own customer communication and ensure timely resolutions for service issues.
- Company: Join Dŵr Cymru Welsh Water, a leader in essential services.
- Benefits: Enjoy competitive salary, 33 days leave, and great employee perks.
- Other info: Temporary role with opportunities for growth and development.
- Why this job: Make a real difference by helping customers every day.
- Qualifications: Customer service experience and a passion for problem-solving.
The predicted salary is between 25000 - 35000 £ per year.
Join to apply for the Customer Resolution Officer role at Dŵr Cymru Welsh Water.
Job Details:
- Work Type: Temporary (18 month FTC)
- Job Function: Customer Services
- Salary: £30,305.00
- Base: South East Hub
- Closing Date: 23:59 on 05/01/2026
Responsibilities:
- Take ownership of effective customer communication both internal and external at all times.
- Ensure full compliance with Service Level Agreements and regulatory requirements.
- Be named point of contact and manage case load activity to ensure the customer has no reason to chase and has no cause to complain due to lack of communication.
- Be responsible for prioritising and scheduling work for both customer service and environmental incidents to the available operational resources.
- Be responsible for scheduling both planned maintenance and reactive tasks to field operatives.
- Keep the customer informed on progress, with any risk of failing to meet customer expectations escalated immediately.
- Manage field operations resource efficiently, producing an effective schedule of work.
- Undertake network assessments using GIS, Watercore, SAP and other software packages.
- Develop and maintain strong working relationships with Network Operational and Technical teams.
- Ensure all customer incidents within remit to be technically completed are contacted to ensure full resolution of incident prior to closure.
- Use Operational Performance reports to classify and “TECO” open notifications in SAP.
- Identify and escalate any reactive work that could lead to wide-scale customer and environmental impact.
- Ensure all data collection is of high standard to satisfy internal and external audits.
- Complete “Final Call Back” calls to customers following completion of DCWW site activity.
- Identify opportunities to improve performance and customer service delivery.
- Contribute to DCWW meeting our CMEX targets and maintain compliance with regulatory requirements.
Who You’ll Work With:
- Internal: Welsh Water Senior Staff, Water Regulations Vulnerability Team, Billing OCC and BCC, Private Leakage Team
- External: Customers, Local Authorities – Councillors/AMs/MPs, Other Customer Stakeholder groups eg Consumer Council for Water (CCW) and Ofwat, External Training providers
About You – Knowledge, Skills & Experience:
- Experience gained and thorough understanding of Water/Wastewater services delivery.
- A proven track record in providing excellent customer service.
- Enthusiastic about putting our customers first every day.
- Enthusiastic, self-motivated, with an eye for detail, and able to demonstrate excellent organisational skills.
- Ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving environment.
- Knowledge of the operational business with the ability to ensure excellent customer service in all situations.
- High level of customer-handling skills to support the operational business.
- Ability to work to defined deadlines and prioritise workload.
Good to Know:
- This is a temporary 18 month secondment.
- The successful candidate will be required to participate in a standby rota.
Contact:
For more information on the role please contact rebecca.parfitt@dwrcymru.com.
Benefits:
- 33 days annual leave (pro rata, including public holidays).
- Variable pay schemes.
- 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 funded training and coaching.
- 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.
Security and Checks:
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:
Dŵr Cymru Welsh Water keeps 3 million people healthy each day with safe, reliable water, and takes away wastewater to clean, before returning it safely to our beautiful rivers and seas.
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.
Customer Resolution Officer in Nelson employer: Dwr Cymru Welsh Water
Dŵr Cymru Welsh Water is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary alongside generous benefits such as 33 days of annual leave, enhanced pension contributions, and opportunities for funded training. Our inclusive work culture fosters diversity and encourages every team member to contribute their unique perspectives, ensuring a supportive environment where employees can thrive while making a meaningful impact on the community and environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Officer in Nelson
✨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 Resolution Officer in Nelson
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.
