Business Customer Advisor at D?R Cymru Welsh Water in United Kingdom | From USD24,616 | Kablio

Role

Description

issue resolution

multi‑channel

billing liaison

process improvement

customer education

teamwork

Resolve queries across all channels (account setup, billing, leakage, dispute resolution, debt collection, trade effluent).
Serve as the first touch point for business customers, demonstrating positivity and problem‑solving passion.
Take ownership of issues, follow correct processes, investigate and make decisions in the best interest of the customer and company.
Respond to customers via phone, email and written communication on a multi‑channel basis.
Liaise with Welsh Water colleagues, contractors, developers and local councils to identify and correct non‑billing or under‑billing.
Support customers and colleagues through effective communication and teamwork.
Contribute to the development and improvement of systems and processes.
Educate customers on water efficiency, payment options, metering and related information.
Apply a ‘one‑touch’ and right‑first‑time approach to resolve issues quickly and accurately.

Requirements

empathy

customer service

Applicants should ideally have a background in customer service, though it is not essential. An assessment centre will be held on 3 February at the St Mellons office, with the role starting on 2 March.

Use appropriate language, tone and empathy in all interactions.

Benefits

The position offers a competitive salary, 33 days of annual leave (pro‑rata, including public holidays) and a range of employee benefits such as variable pay schemes, enhanced pension contributions, family‑friendly policies, training opportunities, and various discounts.

Variable pay schemes with potential yearly bonus.
Enhanced employer pension contributions up to 11%.
Enhanced family‑friendly policies.
Progression opportunities, including funded training, coaching and mentoring programmes.
Discounts on gym memberships and high‑street shopping.
Cycle‑to‑work scheme.
Car‑leasing scheme.
Health CashBack scheme.
Employee assistance programme for employees and immediate family.

Training + Development

Information not given or found

Interview process

assessment centre on 3rd february at st mellons office.

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 2001

Year of establishment

The organization was established to provide essential water and wastewater services across Wales.

Delivers water and wastewater services to customers in Wales through a not-for-profit business model, reinvesting profits into service improvement.
Operates across a vast service area, providing essential water treatment, waste management, and distribution systems to millions of people.
Focuses on sustainability, aiming to reduce environmental impact while improving infrastructure for future generations.
Projects range from large-scale water treatment plants to small local network upgrades, enhancing water quality and reliability.
Manages water resources with a focus on efficient use and wastewater treatment processes.
Plays a significant role in the Welsh economy through employment and contributions to community well-being.
Invests heavily in technology and innovation to optimize operational efficiency.
Ensures safe, clean water availability despite challenges like climate change and increasing demand.
Aims to be a leader in water sustainability and customer service beyond its immediate service area.

Culture + Values

We are committed to providing a great service to our customers, with a focus on improving the lives of people in Wales.
Our culture is shaped by our people, and we focus on attracting and retaining talented individuals who share our passion for delivering excellence.
We pride ourselves on being a customer-centric business, always looking for ways to improve and enhance the customer experience.
We are a responsible business, dedicated to protecting and improving the environment for future generations.
We value collaboration and work closely with others to achieve shared goals and objectives.
We operate with integrity, always acting with honesty, transparency, and accountability.

Environment + Sustainability

Net Zero by 2050

Carbon Emissions Goal

The overarching target to achieve net zero carbon emissions by mid-century, reflecting a commitment to combating climate change.

40% Emissions Reduction

Operational Target

Aiming to reduce operational carbon emissions by 40% by 2030, showcasing a significant step in lowering environmental impact.

25% Water Efficiency

Water Consumption Goal

Focusing on improving water resource management through a target to reduce leakage by 25% by 2025.

10% Renewable Energy

Energy Investment

Incorporating renewable energy sources to meet 10% of energy needs, supporting a sustainable energy mix.

Our sustainability strategy is built around reducing our environmental impact, improving resource efficiency, and driving innovation.
In 2020/21, we reduced our carbon emissions by 14.3% compared to the previous year.

Inclusion & Diversity

35%

Women in Senior Management

As of 2021, 35% of the senior management team are women, reflecting progress in gender balance at leadership levels.

Our inclusion and diversity strategy focuses on creating an inclusive workplace where all employees are treated with respect and dignity.
We have committed to increasing the proportion of women in leadership positions.
We have implemented programs to support the recruitment, development, and retention of underrepresented groups.

Articles

Careers at Dŵr Cymru Welsh Water

Sustainability Reports

Our Community Impact

Role

Description

issue resolution

multi‑channel

billing liaison

process improvement

customer education

teamwork

Resolve queries across all channels (account setup, billing, leakage, dispute resolution, debt collection, trade effluent).
Serve as the first touch point for business customers, demonstrating positivity and problem‑solving passion.
Take ownership of issues, follow correct processes, investigate and make decisions in the best interest of the customer and company.
Respond to customers via phone, email and written communication on a multi‑channel basis.
Liaise with Welsh Water colleagues, contractors, developers and local councils to identify and correct non‑billing or under‑billing.
Support customers and colleagues through effective communication and teamwork.
Contribute to the development and improvement of systems and processes.
Educate customers on water efficiency, payment options, metering and related information.
Apply a ‘one‑touch’ and right‑first‑time approach to resolve issues quickly and accurately.

Requirements

empathy

customer service

Use appropriate language, tone and empathy in all interactions.

Benefits

Variable pay schemes with potential yearly bonus.
Enhanced employer pension contributions up to 11%.
Enhanced family‑friendly policies.
Progression opportunities, including funded training, coaching and mentoring programmes.
Discounts on gym memberships and high‑street shopping.
Cycle‑to‑work scheme.
Car‑leasing scheme.
Health CashBack scheme.
Employee assistance programme for employees and immediate family.

Training + Development

Information not given or found

Interview process

assessment centre on 3rd february at st mellons office.

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 2001

Year of establishment

The organization was established to provide essential water and wastewater services across Wales.

Delivers water and wastewater services to customers in Wales through a not-for-profit business model, reinvesting profits into service improvement.
Operates across a vast service area, providing essential water treatment, waste management, and distribution systems to millions of people.
Focuses on sustainability, aiming to reduce environmental impact while improving infrastructure for future generations.
Projects range from large-scale water treatment plants to small local network upgrades, enhancing water quality and reliability.
Manages water resources with a focus on efficient use and wastewater treatment processes.
Plays a significant role in the Welsh economy through employment and contributions to community well-being.
Invests heavily in technology and innovation to optimize operational efficiency.
Ensures safe, clean water availability despite challenges like climate change and increasing demand.
Aims to be a leader in water sustainability and customer service beyond its immediate service area.

Culture + Values

We are committed to providing a great service to our customers, with a focus on improving the lives of people in Wales.
Our culture is shaped by our people, and we focus on attracting and retaining talented individuals who share our passion for delivering excellence.
We pride ourselves on being a customer-centric business, always looking for ways to improve and enhance the customer experience.
We are a responsible business, dedicated to protecting and improving the environment for future generations.
We value collaboration and work closely with others to achieve shared goals and objectives.
We operate with integrity, always acting with honesty, transparency, and accountability.

Environment + Sustainability

Net Zero by 2050

Carbon Emissions Goal

The overarching target to achieve net zero carbon emissions by mid-century, reflecting a commitment to combating climate change.

40% Emissions Reduction

Operational Target

Aiming to reduce operational carbon emissions by 40% by 2030, showcasing a significant step in lowering environmental impact.

25% Water Efficiency

Water Consumption Goal

Focusing on improving water resource management through a target to reduce leakage by 25% by 2025.

10% Renewable Energy

Energy Investment

Incorporating renewable energy sources to meet 10% of energy needs, supporting a sustainable energy mix.

Our sustainability strategy is built around reducing our environmental impact, improving resource efficiency, and driving innovation.
In 2020/21, we reduced our carbon emissions by 14.3% compared to the previous year.

Inclusion & Diversity

35%

Women in Senior Management

As of 2021, 35% of the senior management team are women, reflecting progress in gender balance at leadership levels.

Our inclusion and diversity strategy focuses on creating an inclusive workplace where all employees are treated with respect and dignity.
We have committed to increasing the proportion of women in leadership positions.
We have implemented programs to support the recruitment, development, and retention of underrepresented groups.

Articles

Careers at Dŵr Cymru Welsh Water

Sustainability Reports

Our Community Impact