Customer Service Assistant - Newport, South Wales

Location

£26,126 rising to £32,657 + 13.5% shift allowance

Contract

Permanent Full Time

29 September 2025

What we’re looking for?

We\’re looking for a Customer Service Assistant to support the successful delivery of outstanding customer service by Wales & West Utilities’ Customer Management Team.

Reporting directly to the Customer Contact Centre Supervisor, you will be first point of contact for our customers and internal departments who will be looking to you for help with a wide range of enquiries; ranging from routine enquiries to gas emergencies.

We’ll trust you with:

• Answering calls using a cloud-based telephony system and responding to emails and social media enquiries
• Logging of complaints and enquiries onto cloud-based customer database
• Providing a high level of customer service to both internal and external customers
• Ensure compliance with The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008
• You can read a full job description here.

You’ll need to have:

• Expertise in customer service
• Experience in a high performing customer service role
• Has confidence in dealing with internal and external customers.
• Has excellent communication, organisational and negotiation skills
• Is familiar with the use of Microsoft software
• Has previous experience of working in a call centre (preferred)
• Can demonstrate our core behaviours of teamwork, customer service, pride and energy

We would also love to hear about anything else you feel you could add or bring to the role!

As we are a safety critical organisation, all offers of employment are subject to pre-employment drug & alcohol screening.

What’s in it for you?

• A competitive salary starting at £26,126 rising to £32,657
• A 13.5% shift allowance on top of your salary
• Hybrid working
• Flexible working opportunities
• 25 days annual leave plus bank holidays which can be tailored to celebrations that reflect your beliefs
• Retirement Savings Plan (pension) with Aviva: 5% employee contribution, with WWU doubling your contribution at 10% – totalling 15%
• 14 x salary Life Insurance linked to membership of the Retirement Savings Plan
• “Choices” flexible benefit scheme options including corporate gym memberships, dental insurance, and health cash-plans
• Access to our Financial Wellbeing Programme – allowing you to manage your benefits flexibly to suit your financial needs
• Enhanced pay for parental leave
• Retail discounts and cashback scheme
• Friends & Family Discount for Three Mobile and Broadband
• Colleague recognition including Annual Celebrating Excellence Awards
• Living Wage Accredited Employer
• Award winning employer for ‘Outstanding Contribution to Workplace Health and Wellbeing’ and leading the industry in championing equality, diversity and inclusion
• Annual salary review
• Discretionary annual bonus
• Company Sick Pay
• In-house Occupational Health Team
• Employee Assistance Programme

The way we do things

Our Ambition, Priorities and Values inform everything we do as a business – from our strategic planning to the performance management of our colleagues. Our values underpin everything we do and we are committed to creating a working environment that supports and fosters diversity, inclusion and equity, where all of our colleagues feel valued and supported to contribute to their full potential.

We are focused on creating a culture where it doesn’t matter about gender, race, sexuality or disability; it’s about our colleagues’ skills, the way we do things and how we live our values.

If you think you’d make a good addition to the team, we would love to hear from you!

To apply, click the link below.

If you would prefer to complete your application form in an alternative format such as Microsoft Word or would like to discuss the role in a little more detail, please contact us at recruitment@wwutilities.co.uk or on 07971 038 982.

You can also ask us about flexible working practices that may be available or tell us if you have any special requirements during the application process.