DWR Cymru Cyfyngedig Welsh Water Plc
Rheolwr Gwasanaethau Cwsmeriaid Busnes
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Application ID
8895
Job Type
Permanent
Function
Customer Services
Salary Range
£55,924.00 - £63,515.00
Location
South East Hub
Application Closing Date
Sunday, 16 August 2026 - 23:59
Responsibilities
- Be accountable for end-to-end customer services for residential customers throughout the customer lifecycle, including dealing with contacts, account set up, billing, leakages, and dispute resolution, merchant eligibility services, and fair and effective debt recovery methods.
- Be responsible for achieving the Business Customer Experience Measure, including understanding and analyzing the factors that drive performance, translating understanding into clear priorities, and implementing targeted initiatives to ensure the highest possible scores and improve customer outcomes.
- Provide all available services to residential customers, including inbound contacts, account set up, billing, meter enquiries and leakages, dispute resolution, merchant eligibility services, and debt recovery methods. Promote business customer needs across the retail operation, ensuring they are treated in a fair, transparent, and proportionate manner, and that customer considerations are embedded in policies, processes, digital journeys, communication methods, billing, and BPO activity.
- Plan and schedule resources day-to-day to meet service, quality, regulatory, and budget targets, ensuring resilience and responsiveness across all contact channels.
- Provide clear leadership and direction to the department, embedding strong people management practices including workforce planning, capability development, performance management, well-being, and compliance with policies and procedures to ensure the highest possible levels of engagement and positive behaviors.
- Drive continuous improvement across residential services, optimizing working practices through innovation, automation, and the adoption of best practice to support business visions and improve the customer experience.
- Develop and maintain robust performance analysis and reporting activity, providing clear insight into service effectiveness, customer outcomes, financial performance, and risk to inform the decision-making process and priority setting.
- Identify, plan, and deliver business change initiatives, ensuring benefits are clearly defined, achieved within agreed timescales and budgets, and effectively embedded in operational processes.
- Ensure effective communication strategies are in place for internal and external stakeholders, enabling a common understanding of priorities, performance expectations, and business achievements against targets.
- Create an inclusive and supportive team environment where colleagues feel valued and empowered and where they can develop their skills and reach their potential.
- Maintain the highest standards of health, safety, and welfare, ensuring compliance with company policies and fostering a strong safety culture across the department.
- Foster and maintain effective relationships with internal and third-party stakeholders, ensuring shared visions are understood, supported, and delivered through strong governance and communication.
- Lead the work to achieve the residential debt recovery strategy in partnership with the Debt Strategy Manager, balancing the achievement of cash collection DPA's with fair customer treatment and positive customer experience outcomes.
- Undertake any other reasonable duties required to meet the evolving needs of the business.
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About You
- Relevant degree or professional qualification in customer service, business management, or a related discipline.
- Leadership or management qualifications would be advantageous.
- Significant experience in owning end-to-end business customer journeys and improving them, from onboarding and billing to dispute resolution, collections, and account closures.
- Experience in being responsible for financial and credit risk management activities, balancing affordability, customer fairness, and commercial outcomes within a regulated framework.
- Strong experience in using performance data, customer insight, and root cause analysis to drive the decision-making process, prioritize investment, and stimulate continuous improvement.
- Proven experience in stimulating customer experience and performance outcomes within B2B environments, including delivering measurable improvements against defined performance measures and commitments (e.g., BCEW / PCLs).
- Clear experience of operating within a regulated environment, ensuring that strategy, policy, and operational delivery is fully aligned with regulatory expectations and obligations.
- Strong track record of managing and leading change, ensuring support and momentum across multidisciplinary teams and a wider group of stakeholders.
- Strong understanding of customer journeys related to billing, collections, and meters, payment processes, and account management.
- Highly effective communicator with a strong ability to influence and network; credible when engaging with senior leaders, regulators, partners, and external stakeholders.
- Proven ability to lead when faced with complex and high demand from customers, always maintaining accuracy, empathy, control, and compliance.
- Ability to lead people well, with experience in building high-performing teams through clear direction, training, performance management, and talent development.
- Advanced customer handling skills, especially in sensitive and complex financial conversations, balancing empathy with firm decision-making.
Additional Information
- Participation in Silver Standby will be required.
- For more information about this role, contact Nichola.Walden@dwrcymru.co.uk
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:
- Various pay schemes (your pay band will remain the same, but depending on performance, you could receive a progression within the band and annual incentive)
- Option to buy additional annual leave up to 5 days per year
- Enhanced employer pension contributions - Up to 11% employer contribution
- Free Mortgage Broking Services
- Better family-friendly policies
- Succession opportunities, including the ability to apply for funded training and mentoring programs
- Discount on gym and fitness membership and major high street stores
- Cycle to work scheme
- Discount on all visitor attraction centers and Dŵr Cymru shops
- Car leasing and free on-site parking at all sites
- Income Back Health plan and access to an online family doctor service
- Employee assistance program for employees and their close families
- Much more to see on our website.
- Due to the nature of the industry, a satisfactory medical clearance post-offer and Disclosure and Barring Service check of criminal records is required on 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 further information on how to complete these checks by email after receiving the offer.
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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 be able to provide high-quality essential services that help to 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 displaying the core behaviors that underpin them. The safety of our people, our assets, and our information is key to us, so we look 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 the 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, applications from minority groups including Black, Asian, and Ethnic Minorities, Women, LGBT+, disabled people, and people with disabilities are particularly welcome. 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, being open, respect, commitment, and honesty. A company that our colleagues are proud to work for.
Dŵr Cymru Cyf, a company limited by guarantee and registered in Wales number 2366777. Registered Office: Heol Pentwyn, Nelson, Treharris, Mid Glamorgan CF46 6LY
© Dŵr Cymru Cyf 2019.
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