Provides water and wastewater services across Wales, delivering safe, sustainable water solutions.
You will work alongside Water Wales customers, a newly formed staff team, broader contact‑centre teams and team leaders.
The role involves responding to customer enquiries about accounts, challenging conversations around bills, payments, operational events, water usage and leaks, and it requires strong problem‑solving abilities. You will be expected to provide reliable service so that issues are resolved within two days.
Applicants must be able to demonstrate excellent verbal and written communication, a friendly and positive approach with customers, confidence using TG and various computer systems (training will be provided), honesty, professionalism and resilience when dealing with challenging situations. Openness to feedback, the ability to explain numbers and bills, attention to detail, good memory and sound decision‑making are also essential.
All new employees must undergo pre‑employment checks, including a DBS check, medical clearance and basic criminal record checks. Additional checks or security clearance may be required for certain roles, and the offer is conditional on successful completion.
If you are a Welsh speaker, please let us know as we have a dedicated Welsh language department. The role starts on 2 March 2026, with assessment centre sessions on 26 & 27 March 2026 that you must attend. You will receive nine weeks of training (9 am‑5 pm) and, because the training is intensive, no extended annual leave can be granted during this period.
After training you will move onto a five‑week trial rota, and during the first six months you will work full‑time in the office to receive full support and coaching. Upon successful completion of the six‑month probation, you may shift to a hybrid model (at least two days per week in the office).
We offer flexible working arrangements that respect work‑life balance, with a minimum of 20 hours per week, but no compulsory overtime. Flexible arrangements are only applicable after the six‑month probationary period and must align with business needs.