At a Glance
- Tasks: Deliver top-notch customer service and resolve enquiries with empathy and efficiency.
- Company: Join a leading water company dedicated to excellent customer experiences.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for personal growth.
- Other info: Collaborative team environment with a focus on continuous improvement and career advancement.
- Why this job: Make a real difference in customers' lives while developing your communication and problem-solving skills.
- Qualifications: Experience in resolving customer issues and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ 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
Customer Care Advisor (CRO) in Swansea 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 Care Advisor (CRO) in Swansea
✨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 Care Advisor (CRO) in Swansea
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.
