Description
customer service
problem solving
needs assessment
process improvement
water advice
team collaboration
You will work with Welsh Water customers, a new‑starter team, wider contact‑centre teams and team leaders, collaborating to deliver excellent service and continuous improvement.
- Be the first touch point for customers, showing positivity and a passion for solving problems.
- Listen, question, and probe to resolve the customer's query or complaint.
- Build rapport to understand needs, empathise, identify vulnerability and negotiate solutions.
- Demonstrate company values to earn customer trust daily.
- Identify and implement improvements to systems and processes.
- Educate customers on water‑efficiency advice, financial assistance and appropriate solutions.
- Inform customers about the consequences of non‑payment.
Requirements
communication
it
resilience
problem solving
welsh
decision making
As the first point of contact, you will handle a variety of customer enquiries—account details, bills, payments, operational incidents, water consumption and leaks—and use problem‑solving skills in a fast‑paced environment where no two days are alike.
Candidates must demonstrate excellent verbal and written communication, a friendly attitude, confidence using IT systems, honesty, resilience, openness to feedback, numerical confidence, attention to detail and the ability to make decisions; Welsh speakers are encouraged to apply. Satisfactory references, medical clearance and a basic criminal record check are required.
- Support customers and colleagues through excellent communication and teamwork.
- Maintain resilience and self‑motivation in a fast‑paced environment.
- Excellent verbal and written communication skills.
- Friendly and positive manner when speaking to customers.
- Comfortable using IT and various computer systems.
- Honest and professional demeanor.
- Resilient with strong problem‑solving abilities.
- Open to feedback, continuous improvement and learning new skills.
- Confident with numbers and explaining bills and payment plans.
- Strong attention to detail and good information retention.
- Able to make decisions independently.
- Welsh language ability is an advantage for the Welsh‑speaking department.
Benefits
This permanent, customer service role in the South East Hub of Welsh Water's contact centre in Cardiff offers a salary of £24,617. The role starts on 2 March 2026, includes a 9‑week training programme followed by a 5‑week rotating rota, and a six‑month office‑based probation period after which hybrid working may be available.
- Competitive salary with variable pay schemes and yearly incentive.
- 33 days of annual leave (pro‑rata, including public holidays).
- Option to purchase up to 5 additional days of annual leave.
- Enhanced employer pension contributions up to 11%.
- Free mortgage‑brokering services.
- Enhanced family‑friendly policies.
- Progression opportunities, funded training, coaching and mentoring programmes.
- Gym and fitness discounts plus high‑street shopping discounts.
- Cycle‑to‑work scheme.
- Discounts on Welsh Water visitor attractions and gift shops.
- Car‑leasing scheme and free on‑site parking.
- Health CashBack scheme and access to an online GP service.
- Employee assistance programme for employees and immediate family.
Training + Development
Information not given or found
