What you’ll be responsible for

This is an exciting opportunity to join our contact centre based in our Kinmel Park office in Rhyl, North 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.

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 two 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:

• 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 and identifying vulnerability, and negotiating the best way forward.
• Display and demonstrate the company values to help achieve our vision of earning customers’ trust every day.
• Support customers and colleagues through excellent communication skills and teamwork.
• Continually look for ways to improve systems and processes.
• Educate customers on appropriate solutions, including water efficiency advice and financial support options.
• Educate customers on the consequences of non-payment.
• Demonstrate a ‘one-touch’ right-first-time approach to resolving queries.

Who you’ll work with

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

About you

Knowledge, Skills & Experience

• Excellent communication skills – both verbal and written
• A friendly and positive manner when speaking to customers
• Confidence using IT systems
• Honest and professional approach
• Resilient and strong problem-solving ability
• Open to feedback and continuous learning
• Confidence with numbers and explaining them clearly
• Strong attention to detail and ability to retain information
• Ability to make decisions

If you speak Welsh, please let us know as we have a dedicated Welsh department and are actively looking for Welsh speakers.

Good to know

Your annual salary is £26,200. The start date for this role is 18th May 2026. Assessment centres will take place week commencing 13th April, which you will need to attend.

You will complete 9 weeks of training working 9am–5pm. Due to the nature of the training, extended periods of annual leave cannot be authorised during this time.