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For Companies At a Glance
- Tasks: Be the friendly voice for customers, solving their queries and building trust.
- Company: Welsh Water, committed to inclusivity and community connection.
- Benefits: Competitive salary, 33 days leave, flexible working, and wellness perks.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Great communication skills, problem-solving mindset, and a positive attitude.
- Other info: Join a diverse team with excellent career growth opportunities.
The predicted salary is between 25500 - 25500 £ per year.
Who we are
Our Customer Contact Centre colleagues help bring Wales to life through inclusive, customer focused service. You’ll be a friendly and trusted point of contact for customers from all walks of life, supporting them with their water services and helping them through a range of situations. We value empathy, understanding and individuality, and we’re committed to creating a welcoming environment where everyone feels they belong. Every conversation you have helps build trust and strengthens our connection with the communities of Wales.
What you’ll be responsible for
This is an exciting opportunity to join our contact centre based in our Kinmel Park office in Rhyl North Wales. We’re looking for excellent communicators and problem solvers with a passion for delivering exceptional customer service. 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. Not only is our team diverse, but our customers are too, and we are here to support them when they need it. You could be answering questions about their bill or helping them with their water or wastewater queries. We can guarantee you that no 2 days are the same. The role is rewarding and challenging in equal measure, and we will support you to excel.
If you have a genuine passion for helping people, this could be the job for you.
You Will
- Be the first touch point for our customers, showing positivity and a passion for solving their problems.
- Listen, question and probe to resolve the customer’s query or complaint.
- Use your rapport building skills to understand our customers’ needs, empathising & identifying vulnerability, and negotiating the best way forward.
- Display and demonstrate the company values to help us achieve our company vision to earn the trust of our customers every day.
- Support customers and colleagues through excellent communication skills and teamwork.
- Continually looking for ways to make things better, helping to improve our systems & processes.
- Educate our customers on the most appropriate solution for them – we have lots to offer, water efficiency advice, or financial assistance with one of our social tariffs.
- Also educate customers on the consequences of non-payment.
- Demonstrate a ‘one-touch’ right-first-time approach to help each customer as quickly as possible.
Who you’ll work with
Welsh Water customers, your new starter team, wider teams within the contact centre and Team Leaders.
About You
We want you to be able to evidence the following:
- 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.
Good to know
Your annual salary is £25,500. The start date for this role is 18th May 2026. Please note, assessment centres will be held WC 13th April, that you will need to attend. 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. 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. We offer flexible working arrangements to support your work/life balance. However, this must align with the business needs. Please note the minimum hours we offer is 20 hours per week and we do not offer a compressed working week. We can discuss any requirements during your interview. Please note, any agreed flexible working arrangements will not be applied until your 6-month probation period is complete.
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:
- 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.
Customer Advisor in Rhyl employer: Dwr Cymru Welsh Water
Contact Detail:
Dwr Cymru Welsh Water Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advisor in Rhyl
✨Tip Number 1
Get to know the company! Before your interview, dive into Welsh Water's values and mission. Understanding their commitment to customer service and community will help you connect with the interviewers and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role is all about being a friendly point of contact, try role-playing common customer scenarios with a friend. This will help you feel more confident and ready to tackle any questions during the interview.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. Be ready to share these stories in your interview to demonstrate how you can handle challenging situations.
✨Tip Number 4
Don’t forget to 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 and ready to contribute to their mission of excellent customer service.
We think you need these skills to ace Customer Advisor in Rhyl
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your friendly and positive side. Remember, we’re all about empathy and individuality here at StudySmarter.
Tailor Your Application: Make sure to tailor your application to the role of Customer Advisor. Highlight your excellent communication skills and problem-solving abilities, as these are key for us. Use examples from your past experiences that demonstrate how you’ve helped customers in similar situations.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured writing that gets straight to the heart of what you want to say. Avoid jargon and make sure your passion for helping people comes across loud and clear!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about who we are and what we do at StudySmarter.
How to prepare for a job interview at Dwr Cymru Welsh Water
✨Know Your Customer Service Basics
Before the interview, brush up on key customer service principles. Understand how to empathise with customers and handle complaints effectively. This will show that you’re not just a good communicator but also someone who genuinely cares about helping others.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. Think of specific situations where your problem-solving skills made a difference. This will demonstrate your ability to think on your feet and provide effective solutions.
✨Familiarise Yourself with Welsh Water
Research Welsh Water’s values and services. Knowing their commitment to inclusivity and community support will help you align your answers with their mission. It’ll also give you a chance to express why you want to be part of their team.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and are keen to understand their needs, which is crucial for a Customer Advisor role.