Business Customer Advisor

Overview

We currently have an opportunity for the right individuals to join our newly established business customer service team. Our new dedicated business customer service team will work to deliver exceptional customer service to our business and non-household customers and ensure that their needs are met appropriately. Are you passionate about delivering exceptional customer service and looking for ways to improve the experience for our business customers?

If you are ready to be part of an exciting new team, then please apply detailing why you want to join our team, including the skills and knowledge you can bring.

• Resolving all queries across all channels, on topics such as, account setup, billing, leakage, and dispute resolution, through to debt collection and includes trade effluent customers.
• Be the first touch point for our business customers, demonstrating a positivity and a passion for solving customer issues.
• Taking ownership to resolve queries, understanding the correct process, investigating to make appropriate decisions that are in the best interest of customer and company.
• Display and demonstrate the company values to help us achieve our company vision on a regular basis.
• Respond to, and proactively contact, customers via a multi-channel basis including, but not limited to, telephone calls, emails and written responses.
• Liaise with Welsh Water colleagues, contractors, Developers and local councils to identify, review and correct non-billing or under-billing.
• Supporting customers and colleagues through effective communication and teamwork.
• Aiding the development of enhanced system and processes; contributing to their improvement.
• Understanding and mastering the power of language, tone, and empathy.
• Educating our customers on the most appropriate information for them such as water efficiency, discussing payment options, metering and more.
• Demonstrating a 'one-touch' and right-first-time approach to help each customer as quickly and appropriately as possible.

We will be looking to host an assessment centre on the 3rd February at our St Mellons office. The start date for this role will be 2nd March.

Whilst not essential, we're looking for applicants who ideally have a background of delivering customer service, whatever the industry.

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas. To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.

This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and 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 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. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

• As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:
• Variable pay schemes (your salary will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
• Enhanced employer pension contributions - Up to 11% employer contributions
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Reduction on gym memberships and high street shopping
• Cycle to work scheme
• Car-leasing scheme
• Health Cash Back scheme
• An employee assistance programme for employees and their immediate family
• Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.