At a Glance
- Tasks: Manage customer journeys and ensure timely service delivery.
- Company: Dŵr Cymru Welsh Water provides essential water services to 3 million people.
- Benefits: Enjoy 33 days annual leave, gym discounts, and enhanced pension contributions.
- Other info: Office-based role in Clydach with no hybrid options.
- Why this job: Join a diverse team committed to customer satisfaction and environmental health.
- Qualifications: Customer service experience and strong organisational skills are essential.
The predicted salary is between 25300 - 28700 £ per year.
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Job Requisition Number 7937
Work Type Permanent
Job Function Operational
Salary Range £30,305.00 -£34,442.00
Base Clydach
Closing Date 23:59 on 07/09/2025
There are 2 positions available for this post
What you’ll be responsible for
- Take ownership of all customer engagement through the customer journey, from the point a job has been raised through to full completion.
- Effective prioritisation, planning and scheduling of all activity generated for the Water Distribution Operational teams (within a geographical area) and ensuring full compliance with Service Level Agreements and regulatory targets.
- The efficient allocation of activities to an appropriately skilled resource, producing an effective schedule of work based on geographic location and work priority to minimise travel time between jobs, and optimising field operative productivity.
- Responsible for ensuring that all information and full job instructions are captured and available for field operatives to reduce the potential need for revisits.
- Identify job types with the opportunity to resolve and/or reduce unnecessary visits through customer contact and/or video contacts.
- Be the named point of contact for our customers, proactively keeping them informed of work progress via the most effective communication channel and managing expectations in a timely and empathetic manner to reduce chase contacts and complaints from customers.
- Actively manage work schedules in real-time to ensure that all activities planned are completed to meet the service level and our customers’ expectations.
- Work closely with the field operations team to monitor activities, support work completion and being fully informed of changes to resource or requirements for additional work activity which may impact the delivery of the schedule.
- Follow the escalation process to ensure that any activity that is ‘at risk’ of not meeting performance targets and/or customer expectations receives the right level of attention and prioritisation. Making sure that the customer is kept informed of any changes.
- Completion of the ‘Final Call Back’ process, in a timely manner and according to operating procedures. Correctly identifying the right method of communication as outlined to ensure that customers receive the highest standards of service, and any potential issues are resolved as quickly as possible.
- Identify and immediately escalate reactive ‘blue light’ work orders to the Response Hub as per the standard operating procedure.
- Actively participate in daily, weekly monthly CX Planning and Scheduling team huddles, performance meeting and trainings. Prepare effectively for each meeting, using available performance reports and making sure that any required information is available and reflective of the current situation.
- Be responsible for actively monitoring incoming customer feedback, chase contacts and follow up contacts raised by the customer contact team and complete call backs/ follow-on tasks as required within a timely manner ensuring the customer is fully informed and aware of actions through to resolution.
- Take full ownership for ensuring that all activities are kept up to date with accurate information to ensure that regulatory reporting is correct.
- Be responsible for identifying and maintaining the correct prioritisation level of activities based on the standard operating procedures.
- Work closely with the Service Recovery team, Supervisors, Technicians, Performance Managers, and the Water Network alliance team to identify next best steps and complete any follow-on any actions required for activities which may require further work, or which are likely to cause some inconvenience to the customer. Ensuring throughout the customer is informed, and their needs prioritised as part of the resolution.
Internal
- CX Planning and Scheduling Team
- Water Distribution Operational Services Team
- Operational Response & Operational Control Hub team
- Response Pod and Distribution Teams
- Water Services Science
- Water Network Alliance
- Water Engineering/Leakage
- Capital
- Retail/OCC
- Customers – household/non household
- Local Authorities- Councillors/MPs etc
- Other Customer Stakeholder Groups eg Consumer Council for Water (CCW), OFWAT
- Emergency Services
- Alliance Partners/Contractors
Knowledge, Skills & Experience
- The drive, ambition, and a proven track record in providing excellent customer service
- Experience of working to defined deadlines/service levels and effectively prioritising workload in order to meet those deadlines/service levels
- Ability to effectively assess, evaluate and prioritise potential outcomes to inform decision making
- Ability to pay close attention to detail, be challenging and rigorous, to ensure the correct level of accuracy is maintained
- High level of customer handling skills and the ability to use the knowledge of the operation to manage customer expectations in line with operational procedures
- Good organisational skills with the ability to work alone, under pressure, and prioritise workloads
- A team player who understands the importance of ownership and accountability
- Experience of handling customer complaints and sometimes difficult situations to a high professional standard; showing empathy, clearly defining issues of concern, identifying solutions, and confidently communicating an effective resolution in a timely a manner
- Ability to develop positive working relationships with the wider business and external teams in order to develop a collaborative working environment
- Effective communication skills and ability to undertake and communicate appropriate monitoring or remedial actions as per pre agreed processes
- A high standard of Microsoft software including but not limited to Excel, Word
- The ability to recognise and rise to the challenges of driving and embedding change in a rapidly moving and quick responsive environment
- The successful candidate will be required to participate in a standby rota
- This role requires office working, based at Clydach (there is no hybrid working for this role)
- There are 2 positions available for this post
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.
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 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.
Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT
Dŵr Cymru Cyf 2019.
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#J-18808-LjbffrService Delivery Officer in Clydach employer: Dwr Cymru Welsh Water
Dŵr Cymru Welsh Water is an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With competitive salaries, generous annual leave, and numerous benefits such as enhanced pension contributions and training opportunities, employees are encouraged to grow within the organisation. Located in Clydach, the company fosters a diverse and inclusive environment, ensuring that every team member feels valued and empowered to contribute to the vital services that keep communities healthy.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Officer in Clydach
✨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 Service Delivery Officer in Clydach
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.
