This is an exciting opportunity to join our contact centre based in our South East office in Cardiff, South Wales. We're looking for excellent communicators and problem solvers with a passion for delivering exceptional customer service. 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. Flexible working: We are open to flexible working arrangements to support work/life balance. If you do wish to work flexibly, we encourage you to apply to discuss what working arrangements may be possible. Our working hours are between 8am- 6pm including weekends & bank holidays - something to suit everyone. Not only is our team diverse, but our customers are too, and we are here to support them when they need it. You could be answering questions about their bill or helping them with their water or wastewater queries. We can guarantee you that no 2 days are the same. The role is rewarding and challenging in equal measure, and we will support you to excel. If you have a genuine passion for helping people, this could be the job for you. You will: 1. Be the first touch point for our customers, showing positivity and a passion for solving their problems. 2. Listen, question and probe to resolve the customer's query or complaint. 3. Use your rapport building skills to understand our customers' needs, empathising & identifying vulnerability, and negotiating the best way forward. 4. Display and demonstrate the company values to help us achieve our company vision to earn the trust of our customers every day. 5. Support customers and colleagues through excellent communication skills and teamwork. 6. Continually looking for ways to make things better, helping to improve our systems & processes. 7. 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. 8. Also educate customers on the consequences of non-payment. 9. Demonstrate a 'one-touch' right-first-time approach to help each customer as quickly as possible. We are a unique industry and there is so much to learn. We'll provide you with a fantastic induction that will give you the knowledge you will need and prepare you for of the variety of scenarios and customers that you will come across. But it doesn't end there: at Welsh Water we are committed to your growth and development and provide a platform to enable you to progress within your role. With the starting salary of £24,647 you can follow our role progression program, where if successful you can increase your salary up to £27,880.

Knowledge, Skills & Experience Experience in communicating with customers; More importantly, we want you to be able to evidence the following:

• You have excellent communication skills - both written and verbal
• 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
Speaking Welsh is desirable but not essential.

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. Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

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 band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions - Up to 11% employer contributions
• Free Mortgage Brokering Services
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website.
Please note, we may close this role sooner if required. We may also extend the original closing date depending on interest. Due to the nature of the industry, we require satisfactory references, post offer medical clearance, and a criminal records Basic Disclosure check on all new employees joining the business. For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer.