Customer Advisor

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City:
Cardiff

Address:
Cardiff, Wales, GB, CF3 0LT

Job Requisition Number 8316

Work Type Permanent

Job Function Customer Services

Base South East Hub

Closing Date 23:59 on 22/01/2026

Please note, this advert may close earlier depending on the number of applications we receive.

This is an exciting opportunity to join our contact centre based in our South East office in Cardiff, South Wales
. We are looking for individuals that show strong resilience and have a genuine passion for helping people.

We know that the most successful teams are the most diverse teams. Equality, diversity, and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud, and able to bring their whole selves to work.

Not only is our team diverse, but our customers are too, and we are here to support them when they need it. Your role will be answering customer queries about their account, dealing with some challenging conversations around bills, payments, operational incidents, water consumption and leakage, so you must have the ability to problem solve. We can guarantee you that no 2 days are the same!

• Be the first touch point for our customers, showing positivity and a passion for solving their problems.
• Listen, question and probe to resolve the customer’s query or complaint.
• Use your rapport building skills to understand our customers’ needs, empathising & identifying vulnerability, and negotiating the best way forward.
• Display and demonstrate the company values to help us achieve our company vision to earn the trust of our customers every day.
• Support customers and colleagues through excellent communication skills and teamwork.
• Continually looking for ways to make things better, helping to improve our systems & processes.
• Educate our customers on the most appropriate solution for them – we have lots to offer, water efficiency advice, or financial assistance with one of our social tariffs.
• Also educate customers on the consequences of non-payment.
• Have the drive and motivation to resolve the customer query at first contact.
• Operate in a fast-paced environment, so will need to call on your resilience and self-motivation to ensure every customer receives the highest level of service.

Welsh Water customers, your new starter team, wider teams within the contact centre and Team Leaders.

Knowledge, Skills & Experience

• You have excellent communication skills – both verbal and written
• You have a friendly and positive manner when speaking to customers
• You’re comfortable using IT – we use a variety of computer systems which we will teach you
• You’re always honest and professional
• You’re resilient and great at problem solving – we do deal with some challenging situations
• You’re open to feedback, improving yourself and learning new skills.
• You’re confident with numbers and explaining what they mean (e.g. explaining a customer’s bill and payment plan)
• You show attention to detail and retain information well
• You’re able to make decisions

If you speak Welsh, please let us know as we have a designated Welsh department here at Welsh Water and are actively looking for Welsh speakers to join our team.

Your annual salary is £24,617. The start date for this role is 2nd March 2026. Please note, assessment centres will be held on 26th & 27th January, that you will need to attend.

You will have 9 weeks of training where you will work 9am-5pm. Due to how detailed the training is, we are unable to authorise any extended periods of annual leave so please consider this before applying for the role.

After that you will move to a 5-week rolling rota, which can be discussed in detail if invited to interview.

To best support you through your development you will be based full time in the office for your first 6 months so we can provide coaching & support.

There is an opportunity to move to our hybrid working module (minimum of two days a week in the office) at the end of your 6-month probationary period.

We offer flexible working arrangements to support your work/life balance. However, this must align with the…