DWR Cymru Cyfyngedig Welsh Water Plc
Cynghorydd Cwsmeriaid
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Job Application Number
9035
Job Type
Permanent
Job Function
Customer Services
Salary Range
£26,200.00 - £28,883.00
Location
South East Hub
Application Closing Date
Tuesday, 11 August 2026 - 23:59
Role Overview
We are excited to offer an opportunity for passionate, customer-focused individuals to join our Business Customer Service Team. This dedicated team plays an essential role in providing top-notch service to our business and domestic customers, ensuring their needs are understood, supported, and met efficiently. If you thrive on helping customers, solving problems, and continuously improving the customer experience, we would love to hear from you. This is an exciting opportunity to be part of a growing team where you can make a real difference to our customers and the business.
Key Responsibilities
- Be the first point of contact for our customers, displaying positivity and a passion for solving customer problems.
- Consistently listen, question, and investigate to devise the best strategy to resolve the issue and help our customers.
- Foster relationships to understand our customers' needs, identify vulnerabilities, and discuss the best way forward.
- Uphold the company's values to help achieve our vision.
- Support customers and colleagues through effective communication.
- Develop better knowledge of systems and processes and contribute to their improvement.
- Understand and master the power of language, tone, and empathy, communicating with balance and professionalism.
- Educate our customers on the most relevant information for them such as water efficiency, social tariffs, or non-payment consequences.
- Demonstrate a ‘one touch’ and ‘first time right’ approach to help every customer as quickly and appropriately as possible.
Required Qualifications, Experience, Behaviors, and Skills
- Experience in customer communication.
- Basic IT skills across a range of systems and platforms; ability to learn new systems.
- Always honest and professional with customers and colleagues.
- Ability to be friendly, positive, empathetic, and patient with customers.
- Excellent attention to detail to ensure accuracy.
- Resilience in the face of challenges and ability to adapt to change.
- Excellent communication skills, both verbal and written, across all contact channels.
- Value knowledge.
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Job Requirements
Office presence is required for the probationary period.
Vacancies
2 positions available.
Contact Information
For more information about this role, contact Stuart.Witch@dwrcymru.com.
Benefits
In addition to a competitive salary in the market, 34 days of annual leave (pro rata, including public holidays), we offer a range of benefits and recognition for employees including:
- Flexible pay plans (your pay band will remain the same, but depending on performance, you may receive progression within the band and an annual incentive)
- Option to purchase additional annual leave up to 5 days per year
- Enhanced employer pension contributions – up to 11% employer contribution
- Free Mortgage Broker Services
- Better family-friendly policies
- Succession opportunities, including the ability to apply for funded training and mentoring programs
- Discount on gym and fitness memberships and high street stores
- Cycle to work scheme
- Discount on all visitor attraction centers and Dŵr Cymru shops
- Free on-site car leasing and parking at all sites
- Health Cash Back scheme and access to an online family doctor service
- Employee assistance program for employees and their close families
- Many more to see on our website.
Additional Requirements
Due to the nature of the industry, a satisfactory driving license, post-offer medical clearance, and a Basic Disclosure criminal records check is required for all new employees joining the business.
For some roles, additional checks and security clearance may be required, and this offer is conditional upon all checks being satisfied. You will receive more information on how to complete these checks via email after receiving the offer.
About Us
Dŵr Cymru keeps 3 million people healthy every day with safe, reliable water, and takes wastewater to be cleaned, before returning it safely to our rivers and seas.
To deliver high-quality essential services that help protect the health of our customers, colleagues, and our environment, we need the right people to achieve our vision.
This is achieved by living our core values and demonstrating the core behaviors that underpin them.
The safety of our people, our assets, and our information is key to us, so we are looking for people who understand and comply with the company's required security objectives.
We know that the most successful teams are the most diverse. Equality, diversity, and inclusion provide a foundation for our culture at Dŵr Cymru. We want everyone to feel confident, proud, and able to be themselves at work. To ensure better representation in our workforce, we especially welcome applications from minority groups including Black, Asian, and Ethnic Minorities, Women, LGBTQ+, disabled people, and people with disabilities. Together we continue to create a workplace that not only celebrates the diverse voices of our colleagues but also represents every customer we serve.
At the core, our company is based on trust, openness, respect, commitment, and honesty. A company that our colleagues are proud to work for.
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Dŵr Cymru Cyf, a limited company registered in Wales number 2366777. Registered Office: Heol Pentwyn, Nelson, Treharris, Mid Glamorgan CF46 6LY
© Dŵr Cymru Cyf 2019.
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